• Manager, Technical Support

    Location(s) US-Remote
    Req #
    Leadership, System Administration / Engineering
  • Overview & Responsibilities

    We are seeking a Manager of Enterprise Systems Engineering to provide leadership and direction for a systems team supporting clients/customers for Unix systems, virtualization, fabric and storage environment. 


    The team is responsible to Rackspaces's customers for Unix servers, at the OS level and below. This includes OS support, server build (physical and virtual), and architecture, build, support and maintenance of hypervisors, fabric network and storage (SANs and NAS) components. The Manager participates in all facets of service delivery including participating in the resolution of customer problems and concerns. Analyzes technical opportunities, operational processes, escalation procedures and performs training needs assessments. Develops technical processes and procedures. Liaises between customers, account teams, and other support teams. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Manages incidents and escalations ensuring proper visibility and communication is relayed to senior leaders, account teams and customers. Manages or participates in projects as an owner or member of a team. Seeks out efficiency, creates or identifies best practices, collaborates with other technical managers and shares methods of operation with the highest success.



    • Reports to Senior Manager of RAS Infrastructure.
    • Leads level IV technical engineers who work remotely.
    • Focused on improving overall quality, consistency, ownership, professionalism, familiarity with customers/environments, responsiveness to customer requests, tools used and resources. 
    • Manages and leads personnel on the team in all aspects from onboarding, training, motivating, personnel actions appraising, rewarding, disciplining and recommending termination as required.
    • Promotes and maintains a high quality, professional, service-oriented company image among users. 
    • Ensures resolution of escalated customer problems. 
    • Interacts internally and externally with senior managers and directors, requiring negotiation of extremely critical matters.



    The ideal candidate will have the following:

    • Invaluable knowledge in all facets of the delivery of shared infrastructure.
    • Excellent technical and problem-solving skills for systems, servers, storage.
    • Excellent project management skills with ability to collaborate, keep on track and complete assign tasks and projects.
    • Excellent time management, communications, decision-making, presentation, human relations, and organization skills.
    • 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 coach and motivate less experienced team members to achieve their goals.
    • Ability to establish a long term vision and execute it. 

    Job Requirements

    • Ability to successfully work and promote inclusiveness on the team.
    • Bachelor's degree in business or computer science; may have post-graduate education or training.
    • At least 4 years of Operational Management experience within a mission critical environment.
    • A strong technical background with demonstratedinfrastrucure-specific technical skills.
    • Drive to succeed and a passion to lead others is required.
    • Program or Project management skills - working in complex organizational environments.
    • Preferred experience with service delivery on Oracle VM, VMware and/or storage technologies
    • PHYSICAL DEMANDS: General office/work from home  environment.  High level of stress may occur at times.  No special physical demands required.  Heavy telephone usage and many meetings.