Data Center Technician Manager

• Lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions
• Support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Model leadership principles, provide training to technicians
• People Management: Managers deliver success through empowerment and accountability by modeling, coaching, and caring
• Datacenter Operations: Encourages the sharing of expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning IT datacenter technology(ies) and equipment
• Advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency
• Provides guidance on, and holds a team of technicians accountable for compliance with Data Center business unit policies, procedures, and deadlines
• Ensures a team of technicians can complete assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type
• Service Delivery: Coordinates training packages for technicians on procedures for installation, deployment, upgrade, refresh, simple change, decommission and/or replacement of infrastructure cabling, network, storage, or server equipment
• Evaluates procedures for performing quality checks to ensure they align with compliance standards and process adherence
• Evaluates diagnostic and troubleshooting processes and suggests improvements
• Follows procedures to immediately engage Designated Responsible Individuals (DRIs) for appropriate communication, reporting, and incident management
• Manages assigned projects or programs to meet service delivery objectives
• Proactively reviews schedules and avoids conflicts when possible

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 3+ years experience supporting IT equipment or related technology or related experience working with teams OR equivalent experience
• 1+ year(s) experience directing, supervising, or managing others or leading a project
• Ability to meet Microsoft, customer and/or government security screening requirements
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

• Ability to work 12 hour shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays
• Associate's degree in Computer Science or related field AND 6+ years experience supporting IT equipment or related technology
• Bachelor's degree in Computer Science or related field AND 5+ years experience supporting IT equipment or related technology OR equivalent experience
• 3+ years experience working in a production, mission-critical 24x7x365 datacenter environment
• Applicable certifications: Information Technology Infrastructure Library (ITIL) Foundation, ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Certified Data Center Professional (CDCP), Microsoft Certified Professional (MCP), Six Sigma Green Belt
• 2+ years experience leading a diverse team

Certain roles may be eligible for benefits and other compensation