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. Develops awareness of Information Technology Infrastructure Library (ITIL) Foundation components: Incident Management and Change Management. Advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency. Provides guidance on, and holds a team of technicians accountable for compliance with Data Center business unit policies, procedures, and deadlines. Provides input on improvement plan components for service delivery gaps or challenges. Ensures a team of technicians can complete assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type. Supports escalation of challenging or complex tickets to internal business partners and appropriately summarizes relevant issues for communication to direct-line management. Coordinates and assigns tasks to technicians, and/or provides input or coordination with appropriate program managers and direct-line management for ticket assignment automation to provide direction as needed, to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type. Analyzes data related to technicians' performance on tickets and shares with direct-line management. Coordinates training packages for technicians on procedures for installation, deployment, upgrade, refresh, simple change, decommission and/or replacement of infrastructure cabling, network, storage, or server equipment. Provides guidance to technicians for developing an effective execution order of assigned tasks and ensures technicians have access to tools and/or supplies required to perform work. Investigates root causes of issues that may have negatively impacted ticket Key Performance Indicators (KPIs) per task type, and takes proactive corrective action. Evaluates procedures for performing quality checks to ensure they align with compliance standards and process adherence, and takes responsibility for impact to Key Performance Indicators (KPIs) by task type of work performed by technicians. Performs post-execution verification of grounding, staging, labeling, and cabling as needed to ensure alignment with all safety protocols, deployment standards, and planned Network Design Templates (NDTs), taking corrective action(s) to address any non-compliance, and validates post-execution quality or validation training has been completed by applicable technicians to enable them. Evaluates diagnostic and troubleshooting processes and suggests improvements. Participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary. Manages assigned projects or programs to meet service delivery objectives. Participates in pilot programs or task forces to ensure smooth implementation for future service delivery as directed. Participates in the regular cadence of proactive safety observation reporting processes and systems and follows up with their team members as needed regarding actionable safety observations reported. Ensures that policies and procedures securing physical access to the data center or network site environment(s) are appropriately enforced. Participates in identifying the root cause of any physical security access violations and manages corrective actions and escalations related to technician violations of physical security procedures or policies. Provides, responds to, and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams. 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 teams 1+ year(s) experience directing, supervising, or managing others or leading a project. These requirements include, but are not limited to the following specialized security screenings: Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance. Criminal Justice Information Services: This position may require passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies. Must have the ability to work 12 hour shifts, including shift assignments during non-standard business hours that may include evenings, nighttime, weekends, and/or holidays. Associate's degree in Computer Science or realted field AND 6+ years experience supporting IT equipment or related technology
