Data Center Technician Manager

Microsoft•Boydton, VA

9d•$75,400 - $185,300

About The Position

As a Microsoft Data Center Technician Manager, you will lead a team of technicians and provide expert guidance on hardware deployments, equipment diagnostics, troubleshooting, replacement, and decommissioning. You will support technician performance, prioritize work, monitor KPIs and SLAs, provide training, and model Microsoft’s leadership principles. The role supports Microsoft Cloud Operations & Innovation (CO+I), which delivers the infrastructure and foundational technologies behind services including Bing, Office 365, Xbox, OneDrive, and Microsoft Azure. Microsoft describes its data center portfolio as more than 200 data centers in 32 countries, supported by millions of servers. The organization emphasizes employee development, training, professional certifications, inclusion, and environmental sustainability in data center design and operations. The position includes managing service delivery, technician schedules and training, operational compliance, safety and security practices, incident response, project execution, and continuous improvement. The manager collaborates with technicians, direct-line management, internal business partners, engineering groups, and external stakeholders. Travel may be required to support other metro areas, typically up to 25%. Work may involve 12-hour shifts at non-standard hours, including evenings, nights, weekends, and holidays. The work environment can include elevated noise, heat, and light, and includes physical activities such as climbing, prolonged standing, and occasional lifting or pushing/pulling with assistance.

Requirements

High school diploma, GED, or equivalent, and basic knowledge of computer hardware and components, plus 3 or more years of experience supporting IT equipment or related technology, or related experience working with technical teams.
At least 1 year of experience directing, supervising, or managing others.
Ability to work shifts, including non-standard hours that may include evenings, nights, weekends, and holidays.
Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
U.S. citizenship verification is required due to citizenship-based legal restrictions for the role’s government-agency customer support.
May be required to pass a Criminal Justice Information Services (CJIS) background check.
Must be authorized to work in the United States without current or future employer visa sponsorship.
Ability to travel to support other metro areas, typically up to 25%.

Nice To Haves

Associate degree in Computer Science or a related field, and/or equivalent work experience.
At least 4 years of experience supporting IT equipment or related technology.
At least 3 years of experience working in a production, mission-critical 24x7x365 data center environment.
Applicable certifications such as ITIL Foundation, ASICS/Inventory Control, CompTIA A+, Server+, or Network+, Basic Structure Cabling (BSC), Certified Data Center Professional (CDCP), Microsoft Certified Professional (MCP), or Six Sigma Green Belt.
At least 2 years of experience leading a diverse technical or IT workforce of up to ten employees.

Responsibilities

Guide technicians in preparing, installing, diagnosing, troubleshooting, replacing, and decommissioning data center IT equipment, including cabling, network, server, and storage equipment.
Promote knowledge sharing and provide guidance on standard processes, procedures, ITIL incident management, and change management.
Ensure technicians comply with data center policies, procedures, deadlines, operational assurance requirements, security requirements, and safety practices; address compliance issues and contribute to improvement plans.
Assign and coordinate technician work and tickets, monitor progress and performance against task-specific KPIs, adjust assignments as needed, and share performance analysis with direct-line management.
Escalate challenging or complex tickets to internal business partners and summarize relevant issues for direct-line management.
Review process changes and Process Change Notifications (PCNs), assess impacts, communicate relevant information to stakeholders, and recommend process improvements.
Promote effective teamwork through best-practice modeling, team meetings, cross-discipline collaboration, feedback, and coordination across shifts and technician teams.
Conduct or support safety briefings and safety committees; ensure completion of required EHS training, Task Hazard Analyses, and use of appropriate equipment and PPE; promote reporting and follow-up of safety concerns and incidents.
Ensure technicians complete required security and data management training and comply with physical access and data center security procedures; report and investigate security concerns and violations, and coordinate corrective actions.
Manage service escalations and follow-up, maintain client and technician team interactions, and partner with stakeholders to manage risks to personnel, resources, performance, and compliance.
Identify, assign, and validate completion of technician training across applicable work areas; advise technicians on relevant certifications and complete supplemental training as needed.
Collect and review team KPIs and business intelligence, provide feedback to technicians, and share lessons and performance trends with management.
Engage designated responsible individuals and relevant stakeholders in response to technical or safety incidents, participate in bridge calls, and carry out directed on-site follow-up actions.
Coordinate technician training and provide guidance on work execution order, tools, and supplies; investigate causes of KPI-impacting issues and take corrective action.
Verify standards and procedures for identifying data-bearing devices for eradication or destruction.
Create shift schedules, coordinate project timelines, and notify stakeholders to ensure technician coverage and work availability.
Manage assigned projects or programs and participate in pilot programs or task forces to support service delivery.
Review schedules, identify conflicts, manage expectations, and propose alternatives considering operational requirements, technical feasibility, policies, procedures, and available tools.
Evaluate quality-check procedures and technician work for compliance, process adherence, and KPI impact; verify grounding, staging, labeling, cabling, safety, deployment standards, and Network Design Templates (NDTs), and correct non-compliance.
Identify errors in deployment standards or NDTs and coordinate corrections with internal business partners, technologists, or subject matter experts.
Evaluate diagnostic and troubleshooting processes for improvement and promptly escalate observations of imminent incident risks or potential significant customer or business impact.
Embody Microsoft’s culture and values, and model, coach, and care for team members by setting objectives, enabling learning, and supporting individual growth.