Senior Manager IT Support, Data Center Operations

In addition to the responsibilities listed below, this senior manager position is also responsible for managing all operations for the National Data Center and managing all Data Center site operations, including coordinating work performed by outsourced vendor staff and managing work in accordance with the IT Operating Model (ITIL). Additionally, this position will be responsible for monitoring internal and external technology trends within the IT Infrastructure environment and implementing solutions for operating improvements. This role is also responsible for maintaining effective internal controls over the processes and transactions under areas of responsibility, including the completeness and accuracy of financial information and transactions, compliance with applicable laws and regulations, and ensuring effective and efficient operations; and negotiating, reviewing, and being the financial disbursement authority for numerous materials and installation suppliers/vendors.

This position will also be responsible for working with various teams to fulfill data center infrastructure needs, providing input and direction into hardware planning and forecasting; reviewing data center assets and usage to include wall-to-wall inventories, and identifying areas to standardize, reduce cost, and provide an efficient delivery of technologies.

• Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.


• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.


• Manages recurring and escalated problems.


• Manages troubleshooting efforts to identify and rectify problems.


• Manages efforts to analyze and prioritize incoming requests and alerts.


• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.


• Follows and manages the development of standard operating procedures.


• Reviews and approves resolution proposal to prevent issue recurrence.


• Defines and manages key performance indicators (e.g., performance, availability, capacity)


• Promotes and ensures compliance in the use of a knowledge repository for technical support.


• Defines and manages procedures for incident escalation.


• Manages execution of disaster recovery, and business continuity processes and events.


• Manages after hours on call support.


• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.


• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.


• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.