Responsibilities:

• Assists with the management of data centers including, but not limited to, hiring, staffing schedules, employee reviews and disciplinary actions
• Train and supervise Data Center Technicians. Coach and mentor team members on continuous improvements, processes, job functions and resolution skills.
• Diagnose and solve unique problems and incidents of varying complexity enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs. Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate. Lead and train others as required.
• Provide team leadership in response to large volumes of incidents and inquiries of varying complexity from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
• Performs continuous analysis of production jobs, backup processes, system monitors and server availability and provides solutions working with all groups impacted.
• Responsible for continued operation and maintenance direction for servers, computers and peripheral equipment
• Contributes to the development of processes and procedures.
• Split time between MSA Data Centers (RockPointe and Evergreen)

Required Skills:

• Minimum of three years’ experience in IT Operations, Data Center, Service Desk or Desktop Support with demonstrated ability to process a wide range of assignments with minimal supervision
• Excellent customer service and communication skills with the ability to develop good working relationships with team members, employees and customers
• In-depth knowledge of functions and technologies developed, used and supported by various teams and platforms throughout the company and client base
• Supervisory and communication skills with the ability to enhance team productivity and workflow processes by assigning and re-directing staff to appropriate assignments and priorities
• Detailed knowledge of networks, servers and data center operations
• Detailed experience interpreting system and event messages and alerts via monitoring tools, software applications and generated emails
• In-depth knowledge and the ability to train others on Incident Management workflows and automation tools
• Basic project management skills

About Management Science Associates, Inc.

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