Data Center Technician Manager

Microsoft • Charlotte, NC

2d • $75,400 - $185,300

About The Position

As a Microsoft Data Center Technician (DCT) Manager, you will lead and support a team of technicians performing hardware deployments, diagnostics, troubleshooting, replacements, and decommissions. You will provide technical guidance and training, coordinate and prioritize work, monitor technician performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and promote compliance, safety, security, and service quality. The role includes people management, service delivery, incident response, and coordination with internal and external stakeholders.

The position is part of Microsoft Cloud Operations & Innovation (CO+I), which provides infrastructure and foundational technologies for Microsoft online services, including Bing, Office 365, Xbox, OneDrive, and Azure. CO+I operates a global portfolio of more than 200 data centers in 32 countries, and emphasizes employee development, training, and environmental sustainability in data center design and operations.

The role may require periodic business travel to other metros, typically up to 25%, and work in 12-hour shifts that may fall during evenings, nights, weekends, or holidays. The work environment includes elevated noise, heat, and light from equipment and ventilation systems, as well as physical tasks such as climbing stairs and ladders, standing for extended periods, and occasional lifting or pushing/pulling with or without assistive equipment. The position is not eligible for visa sponsorship.

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 12-hour 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 passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• Must be authorized to work in the United States without current or future employer visa sponsorship.

Nice To Haves

• Associate degree in Computer Science or a related field, 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

• Provide guidance on standard processes for preparing, installing, diagnosing, troubleshooting, replacing, and decommissioning data center technology and equipment.
• Guide technicians on the functions and interactions of cabling infrastructure, network, server, and storage equipment, and support awareness of ITIL Incident Management and Change Management.
• Hold technicians accountable for compliance with data center policies, procedures, deadlines, and operational assurance requirements; resolve compliance issues and contribute to improvement plans.
• Coordinate, assign, and monitor technician tickets and workloads to meet KPIs; escalate complex tickets, summarize issues for management, and analyze technician performance data.
• Review and advise on process and procedure changes, assess the impacts of Process Change Notifications, communicate changes to stakeholders, and provide feedback to management and process owners.
• Promote an effective team environment through regular meetings, cross-discipline collaboration, feedback, best-practice sharing, and monitoring work across shifts and teams.
• Conduct or participate in safety briefings and committees; ensure completion of EHS training and compliance with safety procedures, hazard analyses, and required protective equipment; promote reporting and follow-up of safety concerns and incidents.
• Ensure technicians complete required security and data management training and comply with security procedures; enforce physical access policies, escort vendors or support personnel as needed, and report and follow up on security concerns or violations.
• Track and support resolution of service escalations and proactive initiatives, and maintain responsibility for client and technician interactions related to escalations and engagements.
• Partner with internal and external stakeholders to address risks to personnel, resource availability, performance, and compliance.
• Identify, assign, and validate completion of training across technician work areas and personnel management; advise the team on relevant certifications.
• Collect and review team KPIs and service data, provide feedback to technicians, and share findings with direct-line management.
• Follow incident procedures, engage designated responsible individuals, participate in bridge calls, provide incident status, and complete directed onsite follow-up actions.
• Coordinate training packages and guide technicians on execution order, tools, and supplies for infrastructure installation, deployment, upgrades, refreshes, simple changes, decommissions, and replacements.
• Investigate causes of missed ticket KPIs and take corrective action; create shift schedules, coordinate project timelines, and notify stakeholders.
• Verify standards and procedures for identifying and destroying data-bearing devices; manage projects and programs to meet service delivery objectives and participate in pilots or task forces as directed.
• Review schedules, identify conflicts, manage expectations, and offer alternatives for technical solutions based on operational needs, feasibility, policies, procedures, and tools.
• Evaluate quality-check procedures and technician work for compliance and process adherence; perform post-execution checks of grounding, staging, labeling, and cabling, address non-compliance, and validate relevant training.
• Identify errors in deployment standards or Network Design Templates and coordinate corrections with internal partners and subject matter experts.
• Evaluate diagnostic and troubleshooting processes, recommend improvements, and promptly escalate observations of potential incidents or significant customer or business impact.
• Model Microsoft’s culture and values.

Benefits

• Professional development and training opportunities, including Career Rotation Programs, Diversity & Inclusion training and events, and professional certifications.
• Certain roles may be eligible for benefits and other compensation; the posting directs candidates to Microsoft’s pay and benefits information.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED