Manager, Data Center Support Services
About The Position
The Manager, Data Center Support Services leads teams responsible for end-to-end hardware installation, removal, maintenance, and troubleshooting, as well as implementing network communications and solutions. The role supports data center and customer environments, manages responses to client outages, addresses escalated operational trends, and ensures problem resolutions are documented. The manager oversees team adherence to standard operating procedures, maintenance protocols, security controls, and health and safety requirements. They support technician training and development, maintain awareness of industry practices, and manage operational change-control processes. The position also coordinates with development teams, contractors, and external vendors to resolve complex technical issues, meet service-level agreements, and improve quality assurance. The role owns team execution plans across projects and initiatives, delegates and prioritizes work, adapts plans to changing needs, and supports team performance and development through coaching, goal setting, and identifying learning opportunities.
Responsibilities
- Manage teams conducting on-site hardware installation, removal, troubleshooting, and configuration work at data center sites.
- Monitor daily operations involving server component replacement and server upgrades for existing customers.
- Manage teams implementing designed network communications and solutions, including cabling validation and networking equipment installation.
- Engage additional resources to address complex or unresolved technical issues.
- Manage support for data center and customer environments and operations, address identified and escalated trends, and ensure resolutions are documented.
- Manage responses to client outage situations.
- Ensure teams follow established Standard Operating Procedures and Maintenance Operation Protocols.
- Drive implementation, updates, and maintenance of required security controls.
- Ensure team compliance with health and safety guidelines, including personal protective equipment, site access, and customer site requirements.
- Oversee technician training and development and stay current with industry practices in networking, server maintenance, data center operations, and facility operations.
- Manage team adherence to operational data center change-control processes.
- Coordinate with development teams and external vendors to resolve complex technical problems and provide subject matter expertise on large-scale matters.
- Ensure contractors and vendors deliver quality services and meet service-level agreements.
- Oversee quality assurance and provide guidance on process creation and mentorship programs.
- Create and own execution plans for team work and multiple projects or initiatives; monitor timelines and budgets when applicable, delegate work, prioritize tasks, and adapt plans to changing needs.
- Strengthen partnerships across teams and guide team members in building relationships with business leaders, stakeholders, and customers.
- Lead the team in identifying and addressing operational or technical issues and analyzing information from multiple sources to troubleshoot errors.
- Seek learning opportunities for the team, identify skill gaps, and encourage knowledge sharing.
- Identify and recommend process, protocol, and workflow improvements and review team members' ideas.
- Coach and direct team members, facilitate goal-setting discussions, identify development opportunities, lead candidate interviews, assess promotion eligibility, and manage talent resources.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short-term and long-term disability
- Life insurance and accidental death and dismemberment coverage
- Supplemental life insurance for employees, spouses, and children
- Health care and dependent care flexible spending accounts
- Pre-tax commuter and parking benefits
- 401(k) savings and investment plan with company match
- Paid vacation, with 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
- Potential bonus and equity eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
