Manager, Virtualization

US-TX-San Antonio
Req #
Leadership, VMWare

Overview & Responsibilities

Are you a highly motivated individual with a proven track record in FANATICAL support? Do you possess exceptional management and people skills with the ability to engage and motivate staff?  Do you have a real passion for virtualization technology, in particular, VMware??  If so, this may be the role for you!  At Rackspace, the Manager of Virtualization is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence.


In this role, you will:

  • Manage personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary).
  • Provide direct team leadership and coaching to a support team charged with designing, deploying and managing business operations that support internal operational segments.
  • Think 6-12 months out and strategically direct the team toward goals.
  • Lead by example and have a deep commitment to both exemplary customer service and Racker support.
  • Work cross functionally with other business leaders, and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.
  • Support aligned Product and Marketing teams to assure competitiveness and supportability of Rackspace’s VMWare products


Job Complexity:

  • Plans directs and controls the development and assigning of work among team, and leads staff, providing support and direction.
  • Develops and establishes departmental standards and procedures.
  • Drives changes in procedures, systems or processes that would increase productivity and better serve customer requirements.
  • Works with finance and other leadership to develop and manage a multimillion dollar budget.
  • Provides input in establishing the budget and manages adherence.
  • Monitors and maintains quality control standards.
  • Seeks out new strategic solutions in an effort to improve Rackspace performance.
  • Oversees team operations and reports to senior management.
  • Oversees adherence to policies and procedures.
  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
  • Interacts with senior internal and external personnel.  
  • Provides strategic leadership and direction for the delivery of support to customers.
  • Strategically analyzes operational processes, business procedures and performs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops department procedures.
  • Serves as a primary liaison among various business groups within Rackspace, representing both the Segment, as well as broader Rackspace goals.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the functions of the team.
  • Provides instructions and supervision to team.
  • Coaches and develops team.
  • Experience in handling multiple tasks, and able to prioritize and highly varied work level in order to maintain required productivity levels.
  • Ability to work with VMWare Practice to operationalize the service delivery aspect of new Rackspace products and capabilities.
  • Helps develop supporting training and documentation and ensures the team is prepared to provide Fanatical support.



  • Manages small to medium sized teams.
  • Receives minimal instruction.
  • Assists Supervisor in coaching and developing team.
  • Serves as back-up to the Supervisor position.


  • High knowledge of company's objectives and strategies.
  • Excellent organizational, leadership, decision making and communications skills.
  • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative and practical ways. Excellent knowledge of servers/computer hardware and software a plus – or an aptitude and desire to expand technical knowledge.
  • Uses professional concepts; applies company policies and procedures to resolve a variety of most complex issues.
  • Good to excellent attention to detail. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.
  • Ability to communicate technical info and ideas so others will understand.
  • Ability to make appropriate decisions considering the relative costs and benefits of potential actions. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
  • Ability to successfully work and promote inclusiveness in small groups.
  • Ability to provide FANATICAL support.
  • Strong awareness of current VMWare technologies/products and the manner Rackspace applies these solutions.



  • High school diploma or equivalent required. Bachelor's degree or equivalent experience in business or computer science; may also have post-graduate education or training.
  • Demonstrates a mastery of Supervisor role or possesses a minimum of five to seven years working knowledge of a technology based service oriented industry as a people manager/leader.
  • Minimum of three years experience in running medium to large scale projects with varying complexities.
  • Demonstrated ability to consistently provide FANATICAL support.