Senior Field IT Manager

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft's global workforce sound exciting to you ? Are you passionate about the future of work, driving innovation and showcasing an employee experience blueprint that inspires customers and partners to navigate their digital transformation ? If so, Microsoft Digital (MSD ) team is an excellent place for you to grow your career.

Microsoft Digital (MSD)'s mission is to power, protect, and transform the employee experience at Microsoft around the world . Come build community, explore your passions, do your best work and be a part of the team that innovates, creates, and delivers the vision for Microsoft's employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft's internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work.

Within Microsoft Digital (MSD) Organization, Global Support delivers worldwide modern support experiences that consist of End User Support Services, Global Helpdesk, Audio Visuals (AV) Link, AV Life Cycle Refresh, Application Helpdesk Support, Executive Support, Site Support and Site Infrastructure Deployment services.Global Support provides these services to over 200k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience.

The Senior Field IT Manager is accountable for deployment and operation of IT-related services, which support the Microsoft businesses internationally, and promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers .

The Senior Field IT Manager is the field IT person delivering the foundation services that keep Microsoft locations connected including:

• Deploying and operating IT services to our internal end users in Engineering Groups, Global Delivery, Customer Support and Services, MCAPS and R&D Centers around the world.
• Collaborating with other IT Teams to prioritize and plan the infrastructure and services roadmap for all Microsoft locations
• Interacting with Site Leadership Teams to set the user expectations as well as working towards the user experience improvement
• Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner Experience

This position will be reporting to the Director FIELD IT MANAGEMENT, based in Reno, NV and responsible for managing multiple Microsoft sites consisting of Finance Operations, Cloud+AI , and Microsoft Customer and Partner Solutions .

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities:

Help Power the Digital Transformation

• Defining IT services and process optimization opportunities and aligning with peer IT Managers globally to deliver improvements aligning to regional commitments and business requirements.
• Fiscal responsibility and budget oversight to help drive accuracy.
• Providing quality and regular communication to end user clients and/or partners.
• Jointly review with the other MS Digital E mployee Experience Success teams, end user sentiment feedback and develop an action plan to address any improvement areas.
• Driving adoption of new and improved services, identify productivity challenges and develop and execute readiness plans to meet required targets and increase end user productivity.
• Partnering with workplace services team to expand and transform sites into most connected, accessible, and sustainable Intelligent Workplace .

Advocate for our Customers

• Supporting commercial engagements by sharing best practices and experiences through the IT Showcase program.
• Evangelizing & driving awareness to increase customer engagements.
• Supporting and encouraging adoption of all Microsoft Beta testing during product development cycle activities through local communication and readiness activities; and provide field insight feedback to relevant teams.

Contribute to Modernizing MS Digital Employee Experience

• Supporting your peer IT community in managing outages and communicate with Service Management to evolve services and address issues.
• Partnering and collaborating with teams from IT Service Management, Facilities, Finance, Security to drive excellence in delivery and communications.
• Driving excellence in delivery and support in addressing issues, communicating, and evolving services.
• Collaborating with your peers, innovative ways for adoption and deployment, creating scenarios/case studies and anticipating /modeling how IT may be managed in the future.
• We seek someone who is collaborative, dedicated, a quick learner and adaptable (will be able to pick up a new technology with relative ease).

ADDITIONAL CONTEXT:

Reporting to the Director of Field IT Management, the role will be based in the Reno Nevada Microsoft Campus and will provide support to MS Reno 's Finance Operations Center -- providing critical support for quarterly and annual financial processing . Th e support portfolio will also support other sites to include Cloud+AI ( Hillsboro , OR) and Microsoft Customer and Partner Solutions (Lehi, UT) . The core areas of focus are:

Optimize IT

• Working with a broader team to define IT improvements within the portfolio and deliver improvements in line with regional commitments and business requirements. Operational Excellence is a key requirement for our delivery of our IT Infrastructure Services.
• Drive IT Discretionary budget planning process for assigned sites in collaboration with the respective groups in IT and local Finance teams across the region/globe .
• Support other IT Managers in managing outages that are not solved using normal escalation processes as well for regional wide outages.
• Ensure quality communication to clients on the sites.
• Manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management.
• Work with the team to identify productivity challenges onsite and develop and execute readiness plans to meet required targets and increase user productivity.
• Promote evolution of IT services to internal and external stakeholders .
• Communication with Service Management to evolve services and address issues.
• Partner with the members of the Service Management functions, Facility, Finance, Security to drive excellence in delivery and communications.

Strengthen Business Partnership

• Jointly review with the other IT Managers on Customer Satisfaction scores and develop an action plan to address issue areas based on identified IT Management components.

Lead with Innovation Thinking

• Support all Corporate Beta testing during product development cycle activities through local communication, readiness activities and feedback to Corporate Engineering groups.
• Ensure to analyze the requirements of the area/countries and sites on driving innovation closely collaborating with Corporate Engineering groups.
• Develop in collaboration with your peers, innovative ways to adoption and deployment , creating scenarios/case studies and anticipating /modeling how IT may be managed in the future.

Support Market Advocacy

• Support commercial engagements by providing competitive advantage through the IT Showcase program.
• Promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers.
• Evangelize and grow the impact of IT Showcase.

Qualifications:

Required Qualifications:

• 4+ years experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.
• 4+ years experience in IT operations or service experience for a multi-site / multi-country organization - including infrastructure deployment, user support, or IT management.
• Experienced partnerning with senior leadership.
• Completed certifications/ trainings such as ITIL/Six Sigma/PMP/Agile or equivalent.
• Ability to travel regionally and work across different time zones.

Preferred Qualifications:

• Bachelor's Degree in information technology (IT), Computer Science, or related field (e.g., Electrical Engineering) AND 6+ years experience in IT operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.
• 1+ year(s) project leadership/management experience, preferably in a remote environment.
• Experienced in public speaking, hosting awareness sessions for internal and external customers .

Corporate Technology Support IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ;br>
Microsoft will accept applications for the role until June 10, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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