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The **Manager, Enterprise IT – OSC** will lead a team of Enterprise IT engineers responsible for delivering exceptional 24x7 support to employees across global locations. This role ensures seamless resolution of desktop, Microsoft 365 (M365) and Business Systems Support (BSS) issues, driving productivity and satisfaction for a global workforce. The ideal candidate combines strong technical expertise with leadership skills to foster a high-performing, employee-centric support environment.

RESPONSIBILITIES, other duties may be assigned

• Manage and mentor a team of OSC Enterprise IT support engineers, including hiring, training, coaching, and performance evaluations.

• Define and implement processes to deliver world-class Tier-1 end-user support across global locations.

• Promote an automation-first approach for IT operations and provide opportunities for engineers to adopt automation tools.

• Develop and enforce best practices, standards, and procedures for Tier-1 desktop support in compliance with organizational policies.

• Oversee ticket management in the ITSM system, ensuring timely resolution and proper escalation to Tier-2 support.

• Act as the primary point of contact for Tier-1 escalations related to Enterprise IT, Business Systems Support (BSS), and ServiceNow.

• Collaborate with Information Security to maintain secure configurations and enforce security policies.

• Partner with stakeholders to create clear IT policies and identify process improvements to enhance efficiency and user satisfaction.

• Assign and monitor tasks for adherence to processes and timely completion.

• Manage projects, track milestones, and provide regular executive-level updates on departmental initiatives.

• Oversee vendor relationships and manage capital and operational budgets.

• Ensure integration of Enterprise IT functions with automation, DevOps, and M365 cloud models.

• Maintain strong technical expertise in:

o Windows desktop enterprise versions, patch management, and deployment

o Active Directory administration and best practices

o Networking fundamentals, firewalls, and centrally managed Wi-Fi

o Microsoft 365, Azure environments, and enterprise licensing

o ServiceNow platform and PowerShell scripting

o Virtual conferencing solutions and bastion/jump host configurations

• Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.

• Experience working with and presenting at the executive level

• Azure certifications

BASIC QUALIFICATIONS

• Knowledge of LAN/WAN networking and architecture, including centrally managed wifi installations

• Automation experience in provisioning workstations

• Integrate Enterprise IT functions with an automation first/devops/M3655 cloud model

• Strong knowledge of Windows desktop enterprise versions, update cycles, patch management, and deployment

• Strong knowledge of Active Directory concepts, best practices, and management

• Familiarity with bastion/jump host configuration, management, and deployment

• Comprehension of Microsoft enterprise licensing options and policies

• Experience architecting technology solutions

• Experience in conducting risk management and analysis

• Ability to communicate with executives

• Experience leading and managing multiple enterprise-wide projects

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

PREFERRED QUALIFICATIONS

• Experience working with ServiceNow

• Experience with powershell

• Experience with virtual server infrastructure using VMware

• Comprehension of Microsoft enterprise licensing options and policies

• Experience deploying & supporting virtual conference clients (preferably WebEx)

• General understanding of networking, firewalls, and server/VM technologies

• Experience working in Microsoft 365 and Azure environments

• Experience working in a multi-tenant or managed service provider environment

• Experience working in a data-center environment or organization

• Experience working with and presenting at the executive level

• Azure certifications

KNOWLEDGE, SKILLS, AND ABILITIES

• Self-starter with the ability to work independently and cooperatively in a fast-paced team environment

• Ability to quickly learn new technologies and stay up to date on industry trends

• Excellent communication skills; ability to communicate technical concepts to technical & nontechnical audiences

• Unique ability to understand the nuances of a problem and create a way forward that meets the higher level business objective

• Fast-learner, results driven, and team player

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.

\#LI

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 [email protected] and let us know the nature of your request and your contact information.

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

At QTS, we are _Powered by People_ . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.

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, Paid Volunteer Days Plus Floating Holidays

+ Stock Purchase Plan (SPP)

+ 11 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