Manager, Enterprise IT – OSC

Suwanee, GA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

The Manager Enterprise IT OSC will lead a team of Enterprise IT engineers responsible for delivering exceptional 24x7 support to employees across global locations. This role ensures seamless resolution of desktop Microsoft 365 (M365) and Business Systems Support (BSS) issues driving productivity and satisfaction for a global workforce. The ideal candidate combines strong technical expertise with leadership skills to foster a high-performing employee-centric support environment.

RESPONSIBILITIES other duties may be assigned

Manage and mentor a team of OSC Enterprise IT support engineers including hiring training coaching and performance evaluations.

Define and implement processes to deliver world-class Tier-1 end-user support across global locations.

Promote an automation-first approach for IT operations and provide opportunities for engineers to adopt automation tools.

Develop and enforce best practices standards and procedures for Tier-1 desktop support in compliance with organizational policies.

Oversee ticket management in the ITSM system ensuring timely resolution and proper escalation to Tier-2 support.

Act as the primary point of contact for Tier-1 escalations related to Enterprise IT Business Systems Support (BSS) and ServiceNow.

Collaborate with Information Security to maintain secure configurations and enforce security policies.

Partner with stakeholders to create clear IT policies and identify process improvements to enhance efficiency and user satisfaction.

Assign and monitor tasks for adherence to processes and timely completion.

Manage projects track milestones and provide regular executive-level updates on departmental initiatives.

Oversee vendor relationships and manage capital and operational budgets.

Ensure integration of Enterprise IT functions with automation DevOps and M365 cloud models.

Maintain strong technical expertise in:

o Windows desktop enterprise versions patch management and deployment

o Active Directory administration and best practices

o Networking fundamentals firewalls and centrally managed Wi-Fi

o Microsoft 365 Azure environments and enterprise licensing

o ServiceNow platform and PowerShell scripting

o Virtual conferencing solutions and bastion/jump host configurations

Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.

Experience working with and presenting at the executive level

Azure certifications

BASIC QUALIFICATIONS

Knowledge of LAN/WAN networking and architecture including centrally managed wifi installations
Automation experience in provisioning workstations
Integrate Enterprise IT functions with an automation first/devops/M3655 cloud model
Strong knowledge of Windows desktop enterprise versions update cycles patch management and deployment
Strong knowledge of Active Directory concepts best practices and management
Familiarity with bastion/jump host configuration management and deployment
Comprehension of Microsoft enterprise licensing options and policies
Experience architecting technology solutions
Experience in conducting risk management and analysis
Ability to communicate with executives
Experience leading and managing multiple enterprise-wide projects

US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

Experience working with ServiceNow
Experience with powershell
Experience with virtual server infrastructure using VMware
Comprehension of Microsoft enterprise licensing options and policies
Experience deploying & supporting virtual conference clients (preferably WebEx)
General understanding of networking firewalls and server/VM technologies
Experience working in Microsoft 365 and Azure environments
Experience working in a multi-tenant or managed service provider environment
Experience working in a data-center environment or organization
Experience working with and presenting at the executive level
Azure certifications

KNOWLEDGE SKILLS AND ABILITIES

Self-starter with the ability to work independently and cooperatively in a fast-paced team environment
Ability to quickly learn new technologies and stay up to date on industry trends
Excellent communication skills; ability to communicate technical concepts to technical & nontechnical audiences
Unique ability to understand the nuances of a problem and create a way forward that meets the higher level business objective
Fast-learner results driven and team player

TOTAL REWARDS

This role is also eligible for a competitive beneﬁts package that includes: medical dental vision life and disability insurance; 401(k) retirement plan; ﬂexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program and other company beneﬁts.

This position is Bonus eligible.

#LI

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

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QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.

Required Experience:

Manager