Microsoft Data Center Technician Manager 

United States, Wyoming, Cheyenne 

348563393

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.

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.
  • OR equivalent experience.
• 1+ year(s) experience directing, supervising, or managing others.
• Ability to work 12 hours shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays.

Other Requirements:

Ability to meet Microsoft, 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:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Associate's degree in Computer Science or realted field AND 6+ years experience supporting IT equipment or related technology
  • Bachelor's degree in Computer Science or related field AND 5+ years experience supporting IT equipment or related technology
  • OR equivalent experience.
• 3+ years experience working in a production, mission-critical 24x7x365 datacenter 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), Microsoft Certified Professional (MCP), Six Sigma Green Belt).
• 2+ years experience leading a diverse team.

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Datacenter Operations

• Shares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment, as well as knowledge of the functions of and interactions between network and server equipment; maintains an active awareness of Information Technology Infrastructure Library (ITIL) Foundation protocols; advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency.
• Proactively investigates, evaluates, and analyzes changes; reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines to mitigate the impact they may have; encourages technicians to ask questions when they are missing relevant information and resolves others' questions in a timely manner.
• Provides guidance on, and holds a team of technicians accountable for, compliance with Data Center Services (DCS) business unit and service-level
• policies, procedures, deadlines, and service change policies; exercises judgment and discretion to provide input on service level and improvement plan components.
• Assigns tasks to technicians through tickets and monitors progress against Key Performance Indicators (KPIs) and established Service Level Agreements (SLAs); ensures work is appropriately prioritized and that resources and team capabilities are in place so that assigned tickets are completed within SLAs and meet KPIs; analyzes data related to technicians' performance on tickets and shares with Operations Management; may assign tasks to technicians using Labor Coordination System (LCS).

Managing Service

• Exercises awareness and discretion to contribute to issue tracking, follow-up, and resolution; accountable for service compliance and quality; escalates issues through appropriate channels, follows-up on issue resolution, and shares knowledge related to issue resolution with appropriate teams; provides guidance to technicians around client interactions.
• Monitors services tickets and Key Performance Indicators (KPIs), and reports trends and service anomalies; leads team and triage meetings, prioritizes work across their team, and rebalances priorities to respond to changes; shares KPIs and other performance metrics with their team.
• Collects and reviews service metrics for their team to support service intelligence analysis (e.g., service availability data, performance measures, system health, long-term trends); shares feedback from reviews with technicians to drive improvement in meeting service metric expectations and standards; shares learnings from reviews of service metrics with operations management.
• Partners with internal and external stakeholders to manage the removal of risks to personnel and/or resource availability, performance, and compliance.
• Identifies and develops needed skills of technicians on their team in alignment with service design to maximize efficiency; ensures technicians receive detailed guidance on specific tasks (e.g., deployments, break/fix) as needed and have access to on-the-job training (OJT) opportunities to develop knowledge and skills through hands-on experience; may complete additional training to obtain or maintain relevant role certifications.

Physical Requirements (Applies to but is not limited to US-based Data Center roles)

• Occasional climbing of ladders.
• Frequent climbing of stairs and/or ramps.
• Prolonged standing.
• Occasional lifting 50lbs. / 22.5kg.
• Occasional push or pull 50-75lbs. / 22.5-34kg. with assistive device.
• *Normal visual acuity (near, far and peripheral with correction).
• *Normal color vision for electrical work.
• *Normal is defined via standard medical terms and applicable criteria.

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