Digital Realty Career Opportunities
Within the last 5 years, what role did the following play in your job:
Demonstrated experience managing a domestic or global 24x7 Outsourced Service Desk and Support team
Within the last 5 years, what role did the following play in your job:
Experience in managing 3rd party managed service provider and professional services consultants in the areas of End User Support, Unified Communications and Enterprise Productivity
Within the last 5 years, what role did the following play in your job:
ServiceNow experience in a Service Desk environment
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Senior Manager, IT Service and Support
VA - Ashburn or TX - Dallas
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Take Ownership of IT Service and Support and Make Your Mark at a Global Industry Leader

Allow your career to thrive and grow in the fast-paced, high-growth world of technical real estate & impact multiple teams in a global environment.

If you combine solid technical support skills with outstanding communication and leadership abilities, the role of Senior Manager, IT Service and Support could be the opportunity for which you've been waiting. This is a great role for an up-and-coming Service and Support professional to step into a Sr. Manager role.

You'll find an interesting mix of challenge and opportunity at Digital Realty. Consider a few of the advantages of joining our team. You will:    Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

The Requirements

To be a strong fit for this opportunity you will have:
  • 8-10 years of experience working in a global IT Service & Support environment Quick question for you - click here
  • 3-5 years of experience in a leadership and/or management role acting as an escalation point, assigning responsibilities, completing projects and overseeing all activities of an IT Service & Support team
  • Experience in a technology-based company is preferred
  • Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), and/or ITIL certifications highly preferred
  • A bachelor’s degree in Information Technology or equivalent degree and/or experience
  • Experience in managing third-party managed service providers and professional services consultants in the areas of End User Support, and Enterprise Productivity
  • Demonstrated experience overseeing a global and/or domestic 24x7 Outsourced Service Desk and Support team
  • ServiceNow experience in a Service Desk environment 
  • Excellent written and oral skills
  • Ability to stay calm under pressure
  • Ability to translate ideas, goals and concepts into actionable plans
  • Ability to mentor staff and help staff achieve career development goals and opportunities
  • Ability to think strategically to optimize performance of team
To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition to these requirements, you should also be willing and able to travel approximately 25-30 percent of the time (both domestically and internationally) to support the needs of the business. You’ll travel to Digital Realty locations all over the world. 

This position will be located in Ashburn, VA, you may have the opportunity to work from your home office two days per week.  

 

The Role

Reporting directly to the Operations Leader, as Senior Manager, IT Service & Support, you will be responsible for managing a team that provides technical support to end users including support for hardware, printing, applications, voice, and various other internally developed or 3rd party applications. You will manage a team that supports executives, employees, providers and contractors. The IT Service & Support team is a global organization that operates in a 24x7x365 environment. Quick question for you - click here

We’ll look to you to help drive our technical support strategy and keep your finger on the pulse of what is happening within the company.  A key part of this role will be to focus on employee development initiatives in order to groom your direct reports to move into other roles within the IT organization and grow their careers with us. It will be your job to leverage your holistic understanding of the incident management process and how your team fits into the big picture. 

You will oversee a globally dispersed team of support engineers and our outsourced Service Desk.

More specifically, you will:
  • Manage the daily activities of the IT Service & Support team responsible for technical support to our workforce
  • Interact with business owners to ensure technical support is meeting all business unit needs in an effective and timely fashion
  • Interact and partner with business owners to determine short-term and long-term IT support goals, hardware and software requirements
  • Work in tandem with the Architecture and Engineering team to determine transitional and long-term hardware/software infrastructure requirements
  • Coordinate with other IT teams as needed to ensure service delivery levels are maintained for area of responsibility
  • Support and maintain end-user requirements, including troubleshooting, account maintenance, and training
  • Plan and perform appropriate procedures, documentation, inventory assessment, and other procedures related to IT
  • Work with a team to automate management tasks, streamline processes and perform standard administration functions as needed
  • Provide escalated second and third level support as needed
  • Identify and provide standards for gathering information for use in trend analysis and reports information to company management as needed
  • Develop IT Policies and Procedures for the IT Service & Support Team
  • Monitor performance of the team to ensure that SLA agreements and quality standards are being met; seek opportunities for improvements
  • Look for ways to build and/or improve relationships with business teams and other IT functions
  • Manage assigned projects ensuring they are completed on time and within budget
  • Assist with monthly metrics and dashboards for all assigned teams
  • Keep abreast of all industry standards and trends as it relates to management of the IT Service & Support team
  • Responsible for people management functions such as recruiting, performance management, work schedules, employee relations issues; trains and mentors team
  • Ensure proper documentation of team processes and procedures
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Video: while each Digital Realty Datacampus is unique, this tour of Digital Dallas gives you an idea of the premier facilities and services we provide. Located in the epicenter of North Dallas' high technology corridor, this datacampus features network connectivity via multiple fiber providers, a dedicated, privately owned electrical substation, and more.
 

Why Digital Realty

Professional development
Our success depends upon our staying on the leading edge of technology while remaining compliant. This role is unique in that you can enhance your skills and help your team members grow their careers and expand their technical abilities. You'll find there is always plenty to learn.

Join the best
Digital Realty is committed to hiring A players, and you will work with and learn from experts in all aspects of the data center industry. That means, of course, that you will need to be an A player, and become our IT Service and Support subject matter expert for the organization.

Growth without limits
We merged with DuPont Fabros Technology (DFT), effective in September 2017, accelerating our commitment to provide the most comprehensive set of data center solutions and expertise in the market. We now are able to support deployments ranging from single-cabinet colocation and interconnection to multi-megawatt to hyperscale. The combined company has an equity market cap of approximately $27 billion, and a total enterprise value of over $35 billion. According to industry analysts, the combined company will be the largest wholesale data-center REIT in the US.

Great environment
At Digital Realty, you'll join a strong group made up of diverse personalities in an easygoing but results-oriented atmosphere. We value transparency and collaboration and understand the value that each employee brings. In Dallas, you will join a talented team with members who will help you learn, grow and evolve. We think you will enjoy coming to work each day.

Excellent compensation
In addition to a competitive salary and discretionary bonus program, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match, and much more.

Pictured: from Dublin (top) to Singapore (bottom), Digital Realty is about removing limits to global business. Through our seamless, interconnected global network we offer more open data center service choices than anyone, including choices around vendors, service partners, network carriers, configurations and locations.

Keys to Success

To excel in this role you will possess the unique combination of technical prowess combined with excellent leadership and interpersonal skills. Digital Realty employs some of the brightest minds in the tech space, and it will be essential that you have the technical skill to interact with employees throughout all levels and departments. You and your team will be responsible for solving technical challenges and providing support to some of our most tech-savvy employees. 

You’ll leverage your experience working with global service providers to guide us through our transformation as we expand our relationships with one of our key providers. You should have expertise in change management and the ability to drive a process change in an organization. 

Additionally, to be an outstanding Senior Manager, IT Service and Support, you will:
  • Take charge and influence stakeholders but also serve as a guide and collaborator.
  • Take a proactive approach and think/plan ahead.
  • Be as efficient and effective as possible.
  • Adapt quickly to a changing environment.
  • Demonstrate a drive to learn and teach others.
  • Be a self-starter who is meticulous and detail oriented but can also get things done in a hands-on capacity. 

About Us

Globally delivering the Right Workload, in the Right Place, at the Right Value℠.

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is uniquely positioned to provide a complete range of data center solutions on a global scale that best fit our customers" needs. We can connect them to the cloud and their critical partners on an open platform that includes 156 data centers in 33 global markets on 4 continents.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Our Mission
To provide our customers with the trusted foundation for the digital world

Our Vision
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values
Guide our decisions and actions every day -- above all else, we value customers, excellence, talent, teamwork and success.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.

Take Ownership of IT Service and Support and Make Your Mark at a Global Industry Leader

Allow your career to thrive and grow in the fast-paced, high-growth world of technical real estate & impact multiple teams in a global environment.

If you combine solid technical support skills with outstanding communication and leadership abilities, the role of Senior Manager, IT Service and Support could be the opportunity for which you've been waiting. This is a great role for an up-and-coming Service and Support professional to step into a Sr. Manager role.

You'll find an interesting mix of challenge and opportunity at Digital Realty. Consider a few of the advantages of joining our team. You will:    Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

The Requirements

To be a strong fit for this opportunity you will have:
  • 8-10 years of experience working in a global IT Service & Support environment Quick question for you - click here
  • 3-5 years of experience in a leadership and/or management role acting as an escalation point, assigning responsibilities, completing projects and overseeing all activities of an IT Service & Support team
  • Experience in a technology-based company is preferred
  • Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), and/or ITIL certifications highly preferred
  • A bachelor’s degree in Information Technology or equivalent degree and/or experience
  • Experience in managing third-party managed service providers and professional services consultants in the areas of End User Support, and Enterprise Productivity
  • Demonstrated experience overseeing a global and/or domestic 24x7 Outsourced Service Desk and Support team
  • ServiceNow experience in a Service Desk environment 
  • Excellent written and oral skills
  • Ability to stay calm under pressure
  • Ability to translate ideas, goals and concepts into actionable plans
  • Ability to mentor staff and help staff achieve career development goals and opportunities
  • Ability to think strategically to optimize performance of team
To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition to these requirements, you should also be willing and able to travel approximately 25-30 percent of the time (both domestically and internationally) to support the needs of the business. You’ll travel to Digital Realty locations all over the world. 

This position will be located in Ashburn, VA, you may have the opportunity to work from your home office two days per week.  

 

The Role

Reporting directly to the Operations Leader, as Senior Manager, IT Service & Support, you will be responsible for managing a team that provides technical support to end users including support for hardware, printing, applications, voice, and various other internally developed or 3rd party applications. You will manage a team that supports executives, employees, providers and contractors. The IT Service & Support team is a global organization that operates in a 24x7x365 environment. Quick question for you - click here

We’ll look to you to help drive our technical support strategy and keep your finger on the pulse of what is happening within the company.  A key part of this role will be to focus on employee development initiatives in order to groom your direct reports to move into other roles within the IT organization and grow their careers with us. It will be your job to leverage your holistic understanding of the incident management process and how your team fits into the big picture. 

You will oversee a globally dispersed team of support engineers and our outsourced Service Desk.

More specifically, you will:
  • Manage the daily activities of the IT Service & Support team responsible for technical support to our workforce
  • Interact with business owners to ensure technical support is meeting all business unit needs in an effective and timely fashion
  • Interact and partner with business owners to determine short-term and long-term IT support goals, hardware and software requirements
  • Work in tandem with the Architecture and Engineering team to determine transitional and long-term hardware/software infrastructure requirements
  • Coordinate with other IT teams as needed to ensure service delivery levels are maintained for area of responsibility
  • Support and maintain end-user requirements, including troubleshooting, account maintenance, and training
  • Plan and perform appropriate procedures, documentation, inventory assessment, and other procedures related to IT
  • Work with a team to automate management tasks, streamline processes and perform standard administration functions as needed
  • Provide escalated second and third level support as needed
  • Identify and provide standards for gathering information for use in trend analysis and reports information to company management as needed
  • Develop IT Policies and Procedures for the IT Service & Support Team
  • Monitor performance of the team to ensure that SLA agreements and quality standards are being met; seek opportunities for improvements
  • Look for ways to build and/or improve relationships with business teams and other IT functions
  • Manage assigned projects ensuring they are completed on time and within budget
  • Assist with monthly metrics and dashboards for all assigned teams
  • Keep abreast of all industry standards and trends as it relates to management of the IT Service & Support team
  • Responsible for people management functions such as recruiting, performance management, work schedules, employee relations issues; trains and mentors team
  • Ensure proper documentation of team processes and procedures
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Video: while each Digital Realty Datacampus is unique, this tour of Digital Dallas gives you an idea of the premier facilities and services we provide. Located in the epicenter of North Dallas' high technology corridor, this datacampus features network connectivity via multiple fiber providers, a dedicated, privately owned electrical substation, and more.
 

Why Digital Realty

Professional development
Our success depends upon our staying on the leading edge of technology while remaining compliant. This role is unique in that you can enhance your skills and help your team members grow their careers and expand their technical abilities. You'll find there is always plenty to learn.

Join the best
Digital Realty is committed to hiring A players, and you will work with and learn from experts in all aspects of the data center industry. That means, of course, that you will need to be an A player, and become our IT Service and Support subject matter expert for the organization.

Growth without limits
We merged with DuPont Fabros Technology (DFT), effective in September 2017, accelerating our commitment to provide the most comprehensive set of data center solutions and expertise in the market. We now are able to support deployments ranging from single-cabinet colocation and interconnection to multi-megawatt to hyperscale. The combined company has an equity market cap of approximately $27 billion, and a total enterprise value of over $35 billion. According to industry analysts, the combined company will be the largest wholesale data-center REIT in the US.

Great environment
At Digital Realty, you'll join a strong group made up of diverse personalities in an easygoing but results-oriented atmosphere. We value transparency and collaboration and understand the value that each employee brings. In Dallas, you will join a talented team with members who will help you learn, grow and evolve. We think you will enjoy coming to work each day.

Excellent compensation
In addition to a competitive salary and discretionary bonus program, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match, and much more.

Pictured: from Dublin (top) to Singapore (bottom), Digital Realty is about removing limits to global business. Through our seamless, interconnected global network we offer more open data center service choices than anyone, including choices around vendors, service partners, network carriers, configurations and locations.

Keys to Success

To excel in this role you will possess the unique combination of technical prowess combined with excellent leadership and interpersonal skills. Digital Realty employs some of the brightest minds in the tech space, and it will be essential that you have the technical skill to interact with employees throughout all levels and departments. You and your team will be responsible for solving technical challenges and providing support to some of our most tech-savvy employees. 

You’ll leverage your experience working with global service providers to guide us through our transformation as we expand our relationships with one of our key providers. You should have expertise in change management and the ability to drive a process change in an organization. 

Additionally, to be an outstanding Senior Manager, IT Service and Support, you will:
  • Take charge and influence stakeholders but also serve as a guide and collaborator.
  • Take a proactive approach and think/plan ahead.
  • Be as efficient and effective as possible.
  • Adapt quickly to a changing environment.
  • Demonstrate a drive to learn and teach others.
  • Be a self-starter who is meticulous and detail oriented but can also get things done in a hands-on capacity. 

About Us

Globally delivering the Right Workload, in the Right Place, at the Right Value℠.

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is uniquely positioned to provide a complete range of data center solutions on a global scale that best fit our customers" needs. We can connect them to the cloud and their critical partners on an open platform that includes 156 data centers in 33 global markets on 4 continents.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Our Mission
To provide our customers with the trusted foundation for the digital world

Our Vision
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values
Guide our decisions and actions every day -- above all else, we value customers, excellence, talent, teamwork and success.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
Digital Realty is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at wlinden@engage2excel.com.
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