Overview
Remote
On Site
$60 - $65 hourly
Contract - W2
Contract - Temp
Skills
SLA
Break/Fix
Data Analysis
Reporting
Leadership
Decision-making
Resource Allocation
GPU
Incident Management
IT Operations
Service Management
IT Service Management
Analytical Skill
Microsoft Power BI
Data Visualization
Communication
Collaboration
Management
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Project Manager - Data Center Operations in Redmond, WA.
Summary:
This role is part of the IT Process and Standards (ITPS) team and works closely with the Breakfix partners to review prioritization escalations, execute manual override requests, and provide data-driven insights for queue improvement plans. You will ensure timely responses to escalations, support SLA commitments, and help maintain customer expectations during periods of high demand.
Key Responsibilities:
Queue Monitoring & Analysis:
* Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog growth, aging tickets)
* Analyze ticket status using Power BI and other tools to provide actionable insights
* Alert ITPS, DC Ops, and stakeholders when queue trends require intervention, enabling proactive management
Escalation & Override Management:
* Review Breakfix escalations from Engineering Groups and provide timely responses
* Assess and execute manual override requests for Breakfix tickets to maintain prioritization integrity
* Coordinate with DC Ops and Breakfix partners to resolve escalations and reduce backlog
Collaboration & Reporting:
* Work with the Project Manager to review prioritization escalations and align on improvement plans
* Provide data analysis and reporting to DC Ops and leadership to support decision-making
* Communicate queue health status and escalation outcomes to stakeholders
Operational Support:
* Assist in adjusting resource allocation during peak demand periods (e.g., GPU service spikes)
* Help ensure coverage for incident management and escalations
* Support implementation of scalable ticket management processes to maintain business
REQUIREMENTS:
* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
* Minimum of 5 years of experience in IT operations, service management, or support roles
* At least 3 years of experience in delivering technology and business solutions in hyperscale, mission-critical datacenter operations
* Familiarity with IT service management processes and ticketing systems
* Strong analytical skills with proficiency in Power BI, and data visualization tools
* Excellent communication and collaboration skills for cross-functional engagement
* Ability to manage competing priorities in a fast-paced, dynamic environment
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a Project Manager - Data Center Operations in Redmond, WA.
Summary:
This role is part of the IT Process and Standards (ITPS) team and works closely with the Breakfix partners to review prioritization escalations, execute manual override requests, and provide data-driven insights for queue improvement plans. You will ensure timely responses to escalations, support SLA commitments, and help maintain customer expectations during periods of high demand.
Key Responsibilities:
Queue Monitoring & Analysis:
* Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog growth, aging tickets)
* Analyze ticket status using Power BI and other tools to provide actionable insights
* Alert ITPS, DC Ops, and stakeholders when queue trends require intervention, enabling proactive management
Escalation & Override Management:
* Review Breakfix escalations from Engineering Groups and provide timely responses
* Assess and execute manual override requests for Breakfix tickets to maintain prioritization integrity
* Coordinate with DC Ops and Breakfix partners to resolve escalations and reduce backlog
Collaboration & Reporting:
* Work with the Project Manager to review prioritization escalations and align on improvement plans
* Provide data analysis and reporting to DC Ops and leadership to support decision-making
* Communicate queue health status and escalation outcomes to stakeholders
Operational Support:
* Assist in adjusting resource allocation during peak demand periods (e.g., GPU service spikes)
* Help ensure coverage for incident management and escalations
* Support implementation of scalable ticket management processes to maintain business
REQUIREMENTS:
* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
* Minimum of 5 years of experience in IT operations, service management, or support roles
* At least 3 years of experience in delivering technology and business solutions in hyperscale, mission-critical datacenter operations
* Familiarity with IT service management processes and ticketing systems
* Strong analytical skills with proficiency in Power BI, and data visualization tools
* Excellent communication and collaboration skills for cross-functional engagement
* Ability to manage competing priorities in a fast-paced, dynamic environment
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.