Manager, IT Data Center Operations NTT

Company: Quest Technology Management
Location: Sacramento
Posted on: March 25, 2025

Job Description:

POSITION SUMMARY:The Manager, IT Data Center Operations will lead a talented and diverse technical support team, ensuring the seamless support of multiple core business functions and services.As a key member of the Data Center Operations team, you will oversee the delivery of exceptional services to our clients through a 24x7x365 Enterprise Service Desk. This includes Incident Management, Monitoring, Call Center support, and Tier 1 technical support for NTT Customers and Employees. Your responsibilities will also encompass the delivery of Data Center services such as Remote Hands and Eyes, and Cross Connects, all aimed at maintaining the highest levels of service delivery, client satisfaction, and business continuity.In this management role, you will be responsible for the day-to-day operations of your team(s), providing guidance and mentorship while fostering a collaborative and high-performing work environment.What you'll be doing:ESSENTIAL DUTIES & RESPONSIBILITIES:

• Lead, mentor, and develop the 24x7x365 Service Desk team, including Service Desk Technicians, IT Data Center Technicians, and Supervisors.
• Foster a positive and collaborative work environment, promoting continuous improvement, knowledge sharing, and teamwork.
• Provide support and technical guidance to 24/7 teams, including developing training plans and materials for the Service Desk Team, and facilitating cross-training.
• Enforce policies, processes, and procedures to ensure timely and accurate support is provided by the Service Desk Team.
• Oversee the performance of the Service Desk team to maintain the highest levels of service delivery, including monitoring and reviewing KPIs and SLAs.
• Oversee and monitor the performance of assigned computing systems through subordinates and ensure systems are managed to client SLA requirements.
• Respond to incidents during and after business hours, ensuring the incident management process is followed, including problem management.
• Collaborate with internal teams to develop, complete, and maintain incident reports.
• Responsible for resource planning and work allocation to meet agreed service levels and identify opportunities for continuous service improvement.
• Ensure any routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
• Contribute to or generate management reports and present reports during service review meetings.
• Monitor the Service Desk performance to maintain the highest levels of service delivery.
• Collaborate with other teams and stakeholders to investigate, diagnose, and resolve complex issues.
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated.
• Participate in any technical troubleshooting calls including participation in technical QA review.
• Identify areas for improvement and enforce strategies to enhance operations.
• Contribute to production of scheduled management reports and attend and present reports at service review meetings.
• Ensure QA and measurement of vendor compliance with negotiated and guaranteed service levels and delivery targets.
• Work with the Sr. Manager of Data Center Operations and Finance to develop and track annual budgets.
• Manage budget, staff planning, NPS feedback, and operational efficiency, etc.
• Other duties as assigned.KNOWLEDGE, SKILLS & ABILITIES:
• Strong background in I.T. Data Center Infrastructure (Servers, Switches, Cabling).
• Data Center Knowledge of cable plants, racking, power connectors, and technologies.
• Ability to maintain confidentiality.
• Knowledge of the principles of service management as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Knowledge of managed services products within the IT field.
• Knowledge of data center and collocation products and services.
• Strong leadership, organizational development, and communication skills.
• Strong problem-solving, conflict resolution, and critical thinking skills.
• Process-driven individual capable of managing and scaling a team responsible for consistent, high-quality service delivery to an enterprise client base.
• Ability to work independently and be an effective contributor to a diversified team.
• Sense of ownership and accountability.
• Familiarity with data trending/tracking and analysis and ability to rapidly learn and use PC-based, integrated critical monitoring systems.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Detail-oriented, organized, flexible, and ability to handle multiple priorities simultaneously.
• Strong proficiency with MS Office Suite (Word, Excel, PowerPoint, Project).
• Demonstrated technical ability and innovative thinking cross-functionally, including integrated systems and IT.
• Ability to conduct power system capacity, safety, and code compliance assessments.
• Ability to train the Service Desk Team on systems and procedures.
• Ability to operate in and promote a rigorous process-driven, team environment.
• Ability to logically analyze and solve problems.
• Analytical thinking, problem solving, customer-oriented, and commitment to quality.EDUCATION & EXPERIENCE:
• High School Diploma required.
• Bachelor's degree required or equivalent education and work experience to meet requisite skill level, normally obtained with 4-6 years of related experience.
• MCSE or 2 years of Helpdesk Experience.
• 3-4 years of experience working in a Helpdesk, NOC, or Service Desk.
• 2-4 years of management experience working in IT Operations responsible for providing support to revenue-generating customers.
• Familiarity with technologies associated with top call reasons including Active Directory, Azure, Office 365, MS Office Suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
• Familiarity with HDI and ITIL best practices.
• Experience managing a geographically disparate Service Desk and/or remote employees; including personnel and scheduling.
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Keywords: Quest Technology Management, Sacramento , Manager, IT Data Center Operations NTT, Executive , Sacramento, California