Overview: Management Science Associates, Inc. (MSA) is a diversified information management company that for nearly half a century has given market leaders the competitive edge in data management, analytics and technology. We are currently seeking a Data Center Shift Supervisor within our Information Technology Systems & Services (ITSS) group to work Monday through Friday 9 PM to 5 AM shift while providing leadership, hands-on technical support and coordination within MSA’s Network Operations Center (NOC) and Service Desk. The successful candidate must be service oriented with prior experience working within a data center environment.
Assists with the management of data centers including, but not limited to, hiring, staffing schedules, employee reviews and disciplinary actions
Train and supervise Data Center Technicians. Coach and mentor team members on continuous improvements, processes, job functions and resolution skills.
Diagnose and solve unique problems and incidents of varying complexity enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs. Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate. Lead and train others as required.
Provide team leadership in response to large volumes of incidents and inquiries of varying complexity from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
Performs continuous analysis of production jobs, backup processes, system monitors and server availability and provides solutions working with all groups impacted.
Responsible for continued operation and maintenance direction for servers, computers and peripheral equipment
Contributes to the development of processes and procedures.
Minimum of three years’ experience in IT Operations, Data Center, Service Desk or Desktop Support with demonstrated ability to process a wide range of assignments with minimal supervision
Excellent customer service and communication skills with the ability to develop good working relationships with team members, employees and customers
In-depth knowledge of functions and technologies developed, used and supported by various teams and platforms throughout the company and client base
Supervisory and communication skills with the ability to enhance team productivity and workflow processes by assigning and re-directing staff to appropriate assignments and priorities
Detailed knowledge of networks, servers and data center operations
Detailed experience interpreting system and event messages and alerts via monitoring tools, software applications and generated emails
In-depth knowledge and the ability to train others on Incident Management workflows and automation tools
Basic project management skills
Must be able to work Monday through Friday 9 PM to 5 AM shift