Job Description

About the job

The Manager of Technical and Data Center Services is an onsite position that is responsible for leading multiple teams that manage the critical day-to-day technology operations and Data Center Operations, supporting Dollar Tree and Family Dollar Stores, Distribution Centers and Associate’s user computing environment. You will manage the maintenance and support of all devices utilized by Associates working within the Store Support Centers, Regional Offices, field locations and remotely. You and your team will be responsible for installing and configuring enterprise class technology hardware, troubleshooting hardware and network issues, maintaining change control process in the data center, and support 3rd party vendor activities.

(Data Center / NOC Manager & Technical/Desktop Support Manager)

Primary Responsibilities:

• Manage the day-to-day Data Center and NOC operations in a 24x7x365 mission critical environment.

• Mange the day-to-day technical support services for all associates, including but not limited to SSC, Field, and Distribution Centers.

• Collaborating with other departments to identify and address technical issues, ensure smooth transition from project integration to daily operations, and improve customer satisfaction.

• Providing leadership and mentorship to technical support and data center operations staff.

• Conducting regular performance reviews and providing feedback to team members

• Ensures technical support and data center staff understands and follows security requirements.

• Life cycle management for all end user equipment to include PCs/Laptops, printers, copiers, scanners, and iPads for SSC, remote, and field associates.

• Assist with vendor relationships to include negotiations/renegotiations on end user hardware and support contracts, data center power and thermal maintenance contracts.

• Maintain all logs and documentation required for annual audit process.

• Perform IBMi iSeries maintenance and troubleshoot production issues.

• Perform project and non-project related tasks and activities to support the department’s goals and objectives.

• Participates and performs critical incident management escalations. Ensures IT and business leaders are kept abreast of status updates related to the critical incident.

• Assist the Director of Technical Services with special projects and services that may be assigned.

Minimum Requirements/Qualifications:

• 10+ years’ experience in data center operations, technical services or similar role, with at least 6+ years in managerial role

• Licensure/Certifications: One or more of the following certifications preferred: CompTIA IT Fundamentals+ (ITF+), A+, Network +, or Security +, Linux +, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA, ITIL Foundation or obtain certification within 6 months of job acceptance.

• Must have flexible schedule to take on-call escalation and ensure Data Center shift coverage in the event of lapse of staffing, including evenings and weekends.

• Experience negotiating and ensuring compliance of vendor and maintenance contracts.

• Experience with IT managed service providers and technical support within MSP environments.

• Experience with asset life cycle management.

• Excellent Communication and interpersonal skills.

• Strong Critical thinking and problem-solving skills.

• Independent and proactive management style.

• Proven experience working in fast-paced environment and ability to manage and meet aggressive timelines and deadlines. Track record of delivering initiatives on time and on budget.

• Demonstrated experience in building, leading, developing and retaining a team of high performing professionals.

• Physical Requirements: Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to setup IT equipment on and under desks and under and above data center raised floor and within racks.

• Travel required 10%

Desired Qualifications:

• Bachelor’s degree, Information System, Business Administration or related field preferred (or equivalent experience).

• Strong Knowledge of managed IT services, networking, data center infrastructure, servers, storage, networking, and IBMi Series.

• Software Tools Set: ServiceNow, IBM iSeries, Trane Tracer/Ensemble Building Management Systems, Zabbix, SCCM, BigFix/Tanium,Bomgar

• Critical incident management and response experience.

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