About the job
As a Data Center Technician (DCT) Manager, you will lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions. You will support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This opportunity will allow you to model leadership principles, provide training to technicians, and accelerate your career growth in the process.
The company's Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I DCT Manager, you will perform a key role in delivering the core infrastructure and foundational technologies for the company's online services including Bing, Office 365, Xbox, OneDrive, and the company's Azure platform. As a group, CO+I is focused on the personal and professional development of all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion training and events, and professional certifications.
The company's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
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Responsibilities
- Delivering success through empowerment and accountability by modeling, coaching, and caring while promoting a positive and effective team culture.
- Accountable for overall data center service compliance and quality.
- Provide guidance on and holds team accountable for compliance with Data Center Services (DCS) business unit and service-level policies, procedures, deadlines, and service-change policies.
- Ensures technicians are trained on procedures for installation, deployment, replacement, and post-execution quality check processes.
- Verify post-execution quality checks have been performed appropriately by technicians and take corrective action as needed.
- Escalate issues through appropriate channels and follow up on issue resolution, sharing knowledge related to issue resolution with appropriate teams.
- Review process changes to evaluate impact on service execution and share relevant information about change with stakeholders across functions and disciplines.
- Lead team and triage meetings, prioritizing work across your team, and rebalance priorities to respond to changes.
- Complete required safety training, conduct daily safety briefings, and participate in on-site safety committees.
- Ensure technicians and vendor resources comply with all safety procedures (e.g., Personal Protective Equipment (PPE) usage, equipment use, lifting, electrical hazards, ladder/rolling stair use).
Qualifications
Required Qualifications
- High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 3+ years’ experience supporting IT equipment or related technology or related experience working with technical teams.
- 1+ year(s) experience directing, supervising, or managing others.
- Ability to work shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays.
Background Check Requirements
Ability to meet the company's, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
- Cloud Background Check: This position will be required to pass the company's Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications
While not required, we also look for the following:
- Associate degree in Computer Science or related field and/or equivalent work experience.
- 4+ years’ experience supporting IT equipment or related technology.
- 3+ years’ experience working in a production, mission-critical 24x7x365 data center environment.
- Applicable certifications: Information Technology Infrastructure Library (ITIL) Foundation, ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Certified Data Center Professional (CDCP), Certified Professional (MCP), Six Sigma Green Belt.
- 2+ years’ experience leading diverse, technical, or IT workforce of up to ten employees.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
The company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
