IDCS Technical Manager - Design and Engineering

$120,000 - $200,000

Full Time

  • Work from home
  • 25% Travel


product developmentmanages teamsbusiness strategydata center infrastructuredesign and configurationautomation

Job Description


The IDCS Technical Manager – Design and Engineering’s purpose is to manage a technical team focused on datacenter infrastructure design and configuration services. The Manager manages teams of infrastructure design resources and configuration and automation engineers. The Technical Manager ensures all resources are properly trained, well utilized and are delivering high quality engagement that meet SHI's expectations. The IDCS Technical Manager – Design and Engineering promotes the team’s capabilities through collaborative activities and is responsible for the overall effectiveness of the team. 


The IDCS Technical Manager reports to the IDCS Director of Technical Strategy and Engineering and is performed from the SHI Ridge-Piscataway, NJ office location as determined by SHI management.


Include but not limited to:


  • Build, lead, develop and coach an infrastructure focused team of technical resources, including data center solution consultants and configuration and automation engineers
  • Ensure a quality customer experience during infrastructure projects
  • Maintain quality standards for all services
  • Responsible for successful execution and of customer onboarding, cross functional team collaboration, and project execution
  • Oversee portfolio of IDCS customers, including customer escalations
  • Create functional strategies and specific objectives for team members to drive career development.
  • Develop and manage training plans to ensure team is highly trained in all services and following procedures and protocols
  • Drive continuous improvement and operational discipline through collaborative and proactive activities to enable scalable and repeatable processes.
  • Participation in business strategy discussions as needed
  • Preparation of business reviews, including practice achievements, short and long-term goals
  • Act as subject matter expert in matters pertaining to integration services.
  • Provide subject matter expertise in development of statements of work and applicable templates.
  • Manage tightly to Key Performance Indicators (KPIs) and SLAs, regularly reporting on them and associated corrective actions and insights.
  • Educate customers on SHI services and translate those into a clear business value proposition.
  • Interview and hire for open positions
  • Complete employee performance evaluations and address personnel issues

External Qualifications:

  • Bachelors degree in computer science or related technical field
  • 3+ years in building and managing high-performing technical or engineering teams
  • 3+ years of customer support leadership experience for Accounts in customer-facing roles.
  • Experience managing and delivering IT projects and providing world class support.
  • Experience in project management of complex deliverables with limited resources
  • Experience in Agile and Scrum product development and project management.


Required Skills: 

  • Microsoft Visio and Excel Proficiency
  • Understanding of data center infrastructure build documentation including rack elevations, port mapping, power and system specification requirements, labeling standards, bios, firmware, and other configuration and automation requirements
  • Understanding of datacenter automation tools, IPMI, python, javascript, PXE, etc.
  • Ability to ramp up quickly in an evolving and challenging role.
  • In-depth understanding of IT infrastructure
  • High degree of technical and business acumen
  • Ability to work creatively and analytically in meeting customer needs
  • Well-honed troubleshooting skills at various levels of complexity
  • Presentation skills; high degree of comfort with both large and small audiences
  • High level of comfort communicating effectively across internal and external organizations
  • Strong Communication skills with ability to simplify and explain complex problems to stakeholders of all levels across multiple functions
  • Management/Leadership Skills
  • Customer focused with a strong business acumen
  • Excellent negotiation skills
  • Strong business acumen
  • A linear, logical thinking style with ability to break down and solve difficult problems
  • Receptive listening skills, with ability to present ideas in a clear, concise fashion to technical and non-technical audiences
  • Strong ability to work independently or in a team-oriented, collaborative environment
  • Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills
  • Ability to effectively prioritize and execute tasks
  • A data-driven approach to all incident and problem management


Unique Requirements: 

  • Position requires infrequent travel for leadership events, customer meetings, marketing initiatives and internal projects (25%)
  • Extended hours are required to complete some special projects



Additional Information: 

  • FLSA: Exempt

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status