Manager, Enterprise IT – OSC

QTS Data Centers•Atlanta, GA

About The Position

The Manager, Enterprise IT – OSC will lead a team of Enterprise IT engineers responsible for delivering exceptional 24x7 support to employees across global locations. This role ensures seamless resolution of desktop and Microsoft 365 (M365) issues, driving productivity and satisfaction for a global workforce. The ideal candidate combines strong technical expertise with leadership skills to foster a high-performing, employee-centric support environment.

Requirements

Proficiency in Microsoft 365 ecosystem and Windows OS management
Experience with vendor management
Experience in technical end user support
Experience in conducting risk management and analysis
Familiarity with a wide breadth Enterprise IT technologies
5 years of IT support or management
Experience with mobile device management, hardware & software solutions to meet business demands, and cloud based applications
Microsoft Enterprise level certifications
US Citizenship for this position is required by law due to federal customer contracts

Nice To Haves

Experience working with ServiceNow
Experience working in Microsoft 365 and Azure environments
Experience working in a multi-tenant or managed service provider environment
Experience working in a data-center environment or organization

Responsibilities

Manage and mentor a team of OSC Enterprise IT support engineers, including hiring, training, coaching, and performance evaluations.
Define and implement processes to deliver world-class Tier-1 end-user support across global locations.
Promote an automation-first approach for IT operations and provide opportunities for engineers to adopt automation tools.
Develop and enforce best practices, standards, and procedures for Tier-1 desktop support in compliance with organizational policies.
Oversee ticket management in the ITSM system, ensuring timely resolution and proper escalation to Tier-2 support.
Act as the primary point of contact for Tier-1 escalations related to Enterprise IT, Business Systems Support (BSS), and ServiceNow.
Collaborate with Information Security to maintain secure configurations and enforce security policies.
Partner with stakeholders to create clear IT policies and identify process improvements to enhance efficiency and user satisfaction.
Assign and monitor tasks for adherence to processes and timely completion.
Manage projects, track milestones, and provide regular executive-level updates on departmental initiatives.
Oversee vendor relationships and manage capital and operational budgets.
Ensure integration of Enterprise IT functions with automation, DevOps, and M365 cloud models.
Maintain strong technical expertise in: Windows desktop enterprise versions, patch management, and deployment Active Directory administration and best practices Networking fundamentals, firewalls, and centrally managed Wi-Fi Microsoft 365, Azure environments, and enterprise licensing ServiceNow platform and PowerShell scripting Virtual conferencing solutions and bastion/jump host configurations
Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.