Manager, IT Data Centre Operations

Your role at a glance

The Manager, IT Data Center Operations leads a diverse technical support team that delivers exceptional services to clients through a 24x7x365 Enterprise Service Desk. Responsibilities include Incident Management, monitoring, call center support, Tier 1 technical support, remote hands, eyes, and cross connects, ensuring high levels of service delivery and business continuity.

• Lead, mentor and develop the Service Desk, IT Data Center Technicians and Supervisors.
• Enforce policies, processes and procedures to provide timely and accurate support.
• Monitor and review KPIs and SLAs to maintain service levels.
• Respond to incidents during and after business hours, ensuring incident and problem management processes are followed.
• Collaborate with internal teams to develop and maintain incident reports and management reports.
• Plan resources and work allocation to meet agreed service levels and identify continuous improvement opportunities.
• Ensure routine and emergency administration of hosted systems complies with standard procedures.
• Co‑operate with vendor and stakeholder teams to investigate, diagnose and resolve complex issues.
• Manage budget, staff planning, NPS feedback and operational efficiency in partnership with the Sr. Manager of Data Center Operations.
• Participate in technical troubleshooting and QA reviews as required.

• Strong background in IT Data Center Infrastructure (servers, switches, cabling).
• Knowledge of cable plants, racking, power connectors and technologies.
• Understanding of ITIL framework and service management principles.
• Experience with enterprise ticketing systems and managed services products.
• Strong leadership, organizational development and communication skills.
• Problem solving, conflict resolution and critical thinking.
• Process oriented, capable of managing and scaling teams for high quality service delivery.
• Ability to work independently and collaborate in a diverse team.
• Analytical thinking, customer orientation and commitment to quality.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Project).

• High School Diploma required.
• Bachelor’s degree or equivalent education and work experience (4‑6 years) normally required.
• MCSE or 2 years of Helpdesk experience.
• 3‑4 years of experience in Helpdesk, NOC or Service Desk roles.
• 2‑4 years of management experience in IT Operations providing support to revenue‑generating customers.
• Familiarity with Active Directory, Azure, Office
  365, MS Office suite, Outlook, Windows OS, VPN, wireless connectivity, including remote access.
• Knowledge of HDI and ITIL best practices.
• Experience managing geographically disparate Service Desk and/or remote teams.

Ability to lift up to 50 lbs, primarily sitting with some walking, standing and bending. Able to hear and speak into a telephone, perform close visual work on a computer terminal, ascend/descend ladders and perform duties at a raised platform. Regular movement of equipment and hardware up to 50 lbs. Work during US business hours and time zones.

Base salary range: $125,200 – $178,900. Eligible for annual bonus based on performance. Benefits include paid time‑off, medical, dental, vision, life and supplemental insurance, short‑term and long‑term disability, flexible spending account, 401(k) retirement plan. A monthly stipend is provided for personal device use if applicable.

NTT Global Data Centers is a proud Equal Opportunity Employer. We are committed to an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status or any other protected category.