Technical Service Manager
About The Position
The Technical Services Manager is responsible for leading the day-to-day technical support operations for HPC and server infrastructure within a mission-critical data center environment. This role manages the Data Center Technician organization and serves as the primary owner for hardware deployments, smart hands services, operational support activities, customer requests, and technical service delivery. Working under the Technical Operations Manager, the Technical Services Manager ensures that operational support activities are executed safely, efficiently, and consistently while maintaining high levels of customer satisfaction and infrastructure availability. This role acts as the bridge between customers, operations, engineering, facilities, and vendor support teams. The Technical Services Manager does not directly manage OEM technicians or vendor contracts, which fall under the responsibility of the HPC Vendor Services Manager, but works closely with that team to coordinate repairs and hardware support activities.
Requirements
- Degree, diploma, or equivalent experience in Information Technology, Computer Systems, Electronics, Engineering Technology, or a related field.
- 5+ years of experience in data center operations, HPC environments, or mission-critical infrastructure.
- 3+ years of leadership experience managing technical operations teams.
- Experience supporting enterprise server, storage, and network infrastructure.
- Experience working within a 24/7 operational environment.
- HPC and server infrastructure operations
- Hardware deployment and installation practices
- Linux and server hardware fundamentals
- Data center operations and best practices
- Incident, change, and problem management
- Asset and inventory management
- Customer service delivery
Responsibilities
- Lead day-to-day technical support operations for HPC and server infrastructure.
- Ensure timely execution of customer requests, operational tasks, and support activities.
- Monitor service performance and drive adherence to operational KPIs and SLAs.
- Coordinate support activities across multiple shifts.
- Serve as the primary escalation point for technician-related operational issues.
- Oversee Data Center Technicians and Lead Technicians.
- Manage smart hands services, rack and stack activities, cabling, hardware installations, and equipment moves.
- Ensure accurate execution of operational procedures and work instructions.
- Support routine inspections, audits, and operational readiness activities.
- Maintain high standards for quality, documentation, and workmanship.
- Act as the primary operational contact for customer support requests.
- Coordinate customer installations, hardware deployments, and technical support activities.
- Participate in customer meetings and operational reviews.
- Ensure customer service requests are completed within agreed service levels.
- Manage customer escalations related to technical support activities.
- Coordinate deployment and commissioning support for new servers, storage, and networking equipment.
- Support infrastructure expansion projects and customer growth initiatives.
- Ensure operational teams are prepared to support newly deployed technologies.
- Assist with hardware acceptance testing and turnover activities.
- Lead technical response efforts for operational issues involving server infrastructure.
- Coordinate with engineering, facilities, and vendor teams during incidents.
- Support root cause analysis and corrective action implementation.
- Track recurring issues and recommend operational improvements.
- Ensure incident documentation is completed accurately and promptly.
- Lead, mentor, and develop Lead Technicians and Data Center Technicians.
- Manage staffing plans, shift coverage, and on-call support requirements.
- Conduct performance evaluations and employee development planning.
- Identify training needs and maintain technician qualification programs.
- Promote a culture of safety, accountability, and customer service.
- Develop and maintain SOPs, MOPs, EOPs, and operational work instructions.
- Ensure change management and operational processes are followed.
- Support commissioning and operational turnover activities.
- Participate in integrated systems testing and operational readiness reviews.
- Drive standardization of operational practices across the organization.
- Support asset tracking and inventory accuracy.
- Coordinate with the Vendor Services Manager regarding hardware replacements and RMAs.
- Monitor consumables, tools, and operational inventory levels.
- Ensure documentation and configuration records remain accurate.
- Identify opportunities to improve service delivery, efficiency, and customer satisfaction.
- Support automation and process improvement initiatives.
- Develop operational metrics and performance reporting.
- Promote best practices across technical operations teams.
- Ensure compliance with site safety, security, and operational policies.
- Promote safe work practices and adherence to permit-to-work processes.
- Support audits, inspections, and compliance reviews.
- Maintain a strong focus on operational risk management.
Benefits
- Short-term and Long-term Incentive Programs
- Extended Health and Dental Benefits
- 3 weeks paid vacation
- Casual work attire
- Relocation assistance (if necessary)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
