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The Operations Service Center Manager is responsible for managing the customer facing technical support services of QTS’s Operations Service Center (OSC). The OSC Manager coordinates all efforts of QTS’s Level 1 through 3 technical organization to ensure that services are delivered within agreed-upon scope, and ensures that client satisfaction meets or exceeds QTS operational excellence goals. This includes key metrics and KPI’s such as First Call Resolution goals, Net Promoter Score, reduction in incident escalations to Level 4 engineering teams, and assisting our on-call Level 4 engineering support teams.

The key purpose of this role is to function in a 24x7x365 Operations Service Center as a technical Manager for customer and vendor escalations, and provides leadership and direction for 13-16 OSC Customer Service Representatives and Technical Engineers across Network WAN, Network Security, Systems and Managed Backup disciplines. This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic IT service provider environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a Cisco-centric national carrier hotel environment. Must have proven background with moderate to high complexity systems using a variety of technologies across a national WAN. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts.

RESPONSIBILITIES, other duties may be assigned.

• Ensure network and systems are operating sufficiently to deliver quality services. Reviews and resolves support tickets based on agreed service levels; reviews reports/tools to identify existing or potential risks to network systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all network systems.

• Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished.

• Responsible for quality assurance of calls/incidents identifying trends, gaps in training or knowledge or improving overall customer experience.

• Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews support processes and regulatory adherence.

• Administers staff performance management and career development activities

• Provide support as required to Customers, IT Operations teams, and business stakeholders

• Reports department/ functional area progress on initiatives to IT Senior Management.

• Change management, incident management and other ITIL processes

• Manage required documentation and refine processes as needed to support the team and enterprise.

• Performs compliance controls testing, remediation and certification as requested.

• Ability to work flexible hours to include Holidays.

BASIC QUALIFICATIONS

• Bachelor’s degree preferred in Computer Science, Engineering or related field or equivalent professional experience

• Seven or more years of progressive IT experience, including two or more years of people management

• Five or more years of experience with network/systems technologies such as Cisco/Juniper routers and switches, F5 load balancers, VMware, Windows Server 200X and Linux operating systems and patch management tools.

• Experience and familiarity with network monitoring and diagnostic tools

• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• Five or more years of experience working in data center, NOC, or managed services environment

• Two or more years of experience working with ServiceNow or other ticketing software

• One or more years of experience with change and/or incident management

• ITIL V3 certification

KNOWLEDGE, SKILLS AND ABILITIES

• Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

• Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.

• Ability to work and thrive in a matrix organization

• Ability to make informative decisions to implement and carry out goals

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.

QTS Data Centers was built around the Core Values of Integrity, Character, and Trust. We prioritize family, faith and community involvement while leading with strong, honorable, and principled behavior. We started this journey in 2003 when our CEO, Chad Williams, purchased his first data center in Overland Park, KS. Humble beginnings that have led to 35+ data centers and growing. Recently privatized in a $10 billion transaction with Blackstone, one of the most notable real estate investments companies in the world, QTS is positioned to execute on a global expansion initiative and we are looking for the best and brightest to join our team.

At QTS, we’re fearlessly leading the way by redefining what it means to be a data center provider. QTS is entrusted with providing world-class data center solutions to enterprises, government agencies as well as the largest and fastest growing technology companies in the world. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.

We are powered by people.

And we’d like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting

• Every employee is bonus or commission eligible

• Generous PTO Accrual plus additional Paid Volunteer Days

• Paid Holidays Annually/Holiday compensation when worked

• Pet and Legal Insurance

• Q-Rest Sabbatical Program

• Q-Anniversary Service Award Program

• Parental Leave for primary and secondary caregivers

• Military Benefits Package

• QTS Charitable Matching Gift Program

• QTS Scholarship for Employee Dependents

• QTS Crisis Fund

• Wellness Program

• Tuition Reimbursement Program