Technical Service Manager
IREN
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Job summary
Podtech Data Centers Inc. in Mackenzie, BC, is seeking a Technical Services Manager to lead day-to-day technical support for HPC and server infrastructure within a mission-critical data center environment.
You will oversee Data Center Technicians, coordinate cross-shift support, and act as the primary escalation point for operational issues while ensuring high customer satisfaction and strong site safety standards.
Qualifications
- Degree, diploma, or equivalent experience in Information Technology, Computer Systems, Electronics, Engineering Technology, or a related field.
- 5+ years of experience in data center operations, HPC environments, or mission-critical infrastructure.
- 3+ years of leadership experience managing technical operations teams.
- Experience supporting enterprise server, storage, and network infrastructure.
- Experience working within a 24/7 operational environment.
Responsibilities
- Lead day-to-day technical support operations for HPC and server infrastructure.
- Ensure timely execution of customer requests, operational tasks, and support activities.
- Monitor service performance and drive adherence to operational KPIs and SLAs.
- Coordinate support activities across multiple shifts.
- Serve as the primary escalation point for technician-related operational issues.
- Oversee Data Center Technicians and Lead Technicians.
- Manage smart hands services, rack and stack activities, cabling, hardware installations, and equipment moves.
- Ensure accurate execution of operational procedures and work instructions.
- Support routine inspections, audits, and operational readiness activities.
- Maintain high standards for quality, documentation, and workmanship.
- Act as the primary operational contact for customer support requests.
- Coordinate customer installations, hardware deployments, and technical support activities.
- Participate in customer meetings and operational reviews.
- Ensure customer service requests are completed within agreed service levels.
- Manage customer escalations related to technical support activities.
- Coordinate deployment and commissioning support for new servers, storage, and networking equipment.
- Support infrastructure expansion projects and customer growth initiatives.
- Ensure operational teams are prepared to support newly deployed technologies.
- Assist with hardware acceptance testing and turnover activities.
- Lead technical response efforts for operational issues involving server infrastructure.
- Coordinate with engineering, facilities, and vendor teams during incidents.
- Support root cause analysis and corrective action implementation.
- Track recurring issues and recommend operational improvements.
- Ensure incident documentation is completed accurately and promptly.
- Lead, mentor, and develop Lead Technicians and Data Center Technicians.
- Manage staffing plans, shift coverage, and on-call support requirements.
- Conduct performance evaluations and employee development planning.
- Identify training needs and maintain technician qualification programs.
- Promote a culture of safety, accountability, and customer service.
- Develop and maintain SOPs, MOPs, EOPs, and operational work instructions.
- Ensure change management and operational processes are followed.
- Support commissioning and operational turnover activities.
- Participate in integrated systems testing and operational readiness reviews.
- Drive standardization of operational practices across the organization.
- Support asset tracking and inventory accuracy.
- Coordinate with the Vendor Services Manager regarding hardware replacements and RMAs.
- Monitor consumables, tools, and operational inventory levels.
- Ensure documentation and configuration records remain accurate.
- Identify opportunities to improve service delivery, efficiency, and customer satisfaction.
- Support automation and process improvement initiatives.
- Develop operational metrics and performance reporting.
- Promote best practices across technical operations teams.
- Ensure compliance with site safety, security, and operational policies.
- Promote safe work practices and adherence to permit-to-work processes.
- Support audits, inspections, and compliance reviews.
- Maintain a strong focus on operational risk management.
Skills
Education
Tools
Job description
Podtech Data Centers Inc., the employing entity, is a proud member of the IREN Group and we are currently looking to hire!
IREN is a leading next-generation data center business powering the future with 100% renewable energy. We build, own and operate our data centers and take pride in being at the forefront of sustainable solutions for the ever-evolving applications of high-performance compute. We believe that human progress is invaluable, but it should be done in the right way - responsibly, sustainably and having a positive impact on the communities we operate in.
We have grown substantially since 2019, from our inception in Australia to now having several facilities across North America and being listed on NASDAQ… and we are just getting started! By joining us, you will be contributing to the future of sustainable high-performance compute and the local communities we strive to have a positive impact on.
The Technical Services Manager is responsible for leading the day-to-day technical support operations for HPC and server infrastructure within a mission-critical data center environment. This role manages the Data Center Technician organization and serves as the primary owner for hardware deployments, smart hands services, operational support activities, customer requests, and technical service delivery.
Working under the Technical Operations Manager, the Technical Services Manager ensures that operational support activities are executed safely, efficiently, and consistently while maintaining high levels of customer satisfaction and infrastructure availability. This role acts as the bridge between customers, operations, engineering, facilities, and vendor support teams.
The Technical Services Manager does not directly manage OEM technicians or vendor contracts, which fall under the responsibility of the HPC Vendor Services Manager, but works closely with that team to coordinate repairs and hardware support activities.
- Degree, diploma, or equivalent experience in Information Technology, Computer Systems, Electronics, Engineering Technology, or a related field.
- 5+ years of experience in data center operations, HPC environments, or mission-critical infrastructure.
- 3+ years of leadership experience managing technical operations teams.
- Experience supporting enterprise server, storage, and network infrastructure.
- Experience working within a 24/7 operational environment.
- HPC and server infrastructure operations
- Hardware deployment and installation practices
- Linux and server hardware fundamentals
- Data center operations and best practices
- Incident, change, and problem management
- Asset and inventory management
- Customer service delivery
- Lead day-to-day technical support operations for HPC and server infrastructure.
- Ensure timely execution of customer requests, operational tasks, and support activities.
- Monitor service performance and drive adherence to operational KPIs and SLAs.
- Coordinate support activities across multiple shifts.
- Serve as the primary escalation point for technician-related operational issues.
- Oversee Data Center Technicians and Lead Technicians.
- Manage smart hands services, rack and stack activities, cabling, hardware installations, and equipment moves.
- Ensure accurate execution of operational procedures and work instructions.
- Support routine inspections, audits, and operational readiness activities.
- Maintain high standards for quality, documentation, and workmanship.
- Act as the primary operational contact for customer support requests.
- Coordinate customer installations, hardware deployments, and technical support activities.
- Participate in customer meetings and operational reviews.
- Ensure customer service requests are completed within agreed service levels.
- Manage customer escalations related to technical support activities.
- Coordinate deployment and commissioning support for new servers, storage, and networking equipment.
- Support infrastructure expansion projects and customer growth initiatives.
- Ensure operational teams are prepared to support newly deployed technologies.
- Assist with hardware acceptance testing and turnover activities.
- Lead technical response efforts for operational issues involving server infrastructure.
- Coordinate with engineering, facilities, and vendor teams during incidents.
- Support root cause analysis and corrective action implementation.
- Track recurring issues and recommend operational improvements.
- Ensure incident documentation is completed accurately and promptly.
- Lead, mentor, and develop Lead Technicians and Data Center Technicians.
- Manage staffing plans, shift coverage, and on-call support requirements.
- Conduct performance evaluations and employee development planning.
- Identify training needs and maintain technician qualification programs.
- Promote a culture of safety, accountability, and customer service.
- Develop and maintain SOPs, MOPs, EOPs, and operational work instructions.
- Ensure change management and operational processes are followed.
- Support commissioning and operational turnover activities.
- Participate in integrated systems testing and operational readiness reviews.
- Drive standardization of operational practices across the organization.
- Support asset tracking and inventory accuracy.
- Coordinate with the Vendor Services Manager regarding hardware replacements and RMAs.
- Monitor consumables, tools, and operational inventory levels.
- Ensure documentation and configuration records remain accurate.
- Identify opportunities to improve service delivery, efficiency, and customer satisfaction.
- Support automation and process improvement initiatives.
- Develop operational metrics and performance reporting.
- Promote best practices across technical operations teams.
- Ensure compliance with site safety, security, and operational policies.
- Promote safe work practices and adherence to permit-to-work processes.
- Support audits, inspections, and compliance reviews.
- Maintain a strong focus on operational risk management.
Reports To: Technical Operations Manager
- Lead Data Center Technicians
- Data Center Technicians
- HPC Vendor Services Manager
- Facilities Operations
- Network Engineering
- Systems Engineering
- Security Operations
- Asset Management
- Customer Operations Teams
- Project Managers
- OEM Support Organizations
- Salary range: CAD $100K to $140K, depending on experience
- Short-term and Long-term Incentive Programs
- Extended Health and Dental Benefits
- 3 weeks paid vacation
- Casual work attire
- Relocation assistance (if necessary)
- Location: Mackenzie, BC
- Reporting Line: Technical Operations Manager
- Travel Requirements: Occasional travel as required across Canadian and US operations
- Flexibility: IREN operates across multiple countries / time zones. Must have a flexible approach to work hours
Podtech Data Centers Inc., the employing entity and proud member of the IREN Group is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristics.
This job will remain posted until filled. While we appreciate all applications we receive, we are only able to contact candidates under consideration.
By applying for this position and submitting your resume and application materials, you consent to the processing of your personal information in accordance with our Job Applicant Privacy Statement available on our website at www.iren.com.
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