Manager, Data Center Support Services
About The Position
The Manager, Data Center Support Services leads IT and business intelligence teams delivering operational priorities, analytics, reporting, applications, workflow automation, and on-site IT support. The role translates business and leadership objectives into measurable outcomes, personally analyzes and validates operational data, and presents evidence-based recommendations to leadership. It also oversees team plans, priorities, service coverage, technical quality, risk mitigation, employee development, and coordination with business stakeholders, enterprise IT, other technical teams, and external support owners. The manager guides team-supported SharePoint and Confluence environments and ensures work follows applicable access, governance, testing, documentation, and change-control requirements. The role may contribute directly to analysis, troubleshooting, design, or delivery when needed, while building team capability and ownership. The posting also describes managing teams involved in hardware installation and troubleshooting, network communications, and support of data center and customer environments, including documenting resolutions and coordinating training and resolution of complex technical issues.
Requirements
- Strong hands-on experience in SQL, business intelligence, operational analytics, and data validation, including work with complex datasets and investigation of data quality issues.
- Demonstrated ability to translate broad business direction into measurable outcomes and useful analytics, including defining measures when requirements are initially unclear.
- Demonstrated ability to turn analysis into evidence-based leadership recommendations and clearly explain implications, assumptions, limitations, and tradeoffs.
- Technical curiosity and willingness to investigate how data is generated, structured, connected, and used; ability to challenge analytical logic and coach others to produce trustworthy work.
- Experience delivering reporting, applications, or automation through requirements definition, testing, implementation, documentation, and ongoing support.
- Experience with SharePoint, Confluence, Smartsheet, and on-site IT support; familiarity with coordinating issue resolution across technical support teams.
- Experience in data center operations, facilities, maintenance, or another complex operational environment.
- Experience leading work through others, setting priorities, reviewing deliverables, and coaching colleagues.
Nice To Haves
- Prior formal people-management experience is welcome but not required.
Responsibilities
- Manage the IT and business intelligence team’s delivery of assigned operational priorities, defining scope, success criteria, milestones, deliverables, and acceptance criteria with business stakeholders.
- Translate business objectives and leadership directives into analytical questions, performance indicators, metric definitions, data requirements, and reporting.
- Query, explore, and analyze operational data using SQL and business intelligence tools; validate source data, calculations, assumptions, and refresh processes, and investigate discrepancies.
- Identify performance patterns, trends, and drivers; distinguish observed relationships from supported explanations and communicate relevant uncertainty or limitations.
- Present actionable, evidence-based findings and recommendations to leadership and work with business owners to measure outcomes.
- Build and maintain team work plans, assignments, support coverage, and reporting cadences; balance capacity and make priority tradeoffs visible.
- Coordinate on-site IT support by assessing, assigning, tracking, resolving, or escalating requests and communicating service impacts.
- Guide development and maintenance of team-supported SharePoint and Confluence environments, applications, and workflow automation, applying access, governance, testing, documentation, and change-control requirements.
- Review technical designs and completed work for accuracy, usability, and maintainability; contribute directly as needed to establish approaches, troubleshoot, or unblock delivery.
- Identify dependencies, delivery risks, recurring support issues, and resource constraints; develop mitigation plans, track actions, and escalate decisions with options and recommendations.
- Coach and develop employees through goals, feedback, work reviews, and development plans; evaluate progress and provide input into hiring, performance, and promotion decisions.
- Track and report team delivery, data quality, backlog age, support performance, and solution adoption, using findings to improve processes and services.
- Manage teams conducting end-to-end hardware installation and troubleshooting and implementing network communications; guide resolution of complex problems.
- Manage teams supporting data center environments, customer environments, and/or operations; address escalated trends and ensure problem resolutions are documented.
- Oversee technician training to advance understanding and skills, and facilitate collaboration with development teams and external vendors to resolve complex technical problems.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Life insurance and AD&D
- Supplemental life insurance
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Flexible vacation for eligible salaried employees or accrued vacation for other eligible employees
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
- May be eligible for bonus and equity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
