Data Center Remote Hands Manager

Socket.dev; Atlanta (GA); Remote; USD 90,000 - 140,000; Full time

Job summary

Digital Realty is seeking a Manager Remote Hands to oversee the Remote Hands team at our Data Center in Atlanta. You will coordinate staffing, manage escalations, and ensure service delivery aligns with SLAs while maintaining uptime.

You’ll lead technicians, coordinate rack and stack activities, cabling, and diagnostics, and partner with Deployment/Implementation teams to meet delivery dates and customer expectations.

Qualifications

• 2+ years of management or supervision of personnel.
• 5+ years of experience in telecommunications or data center fields.
• CompTIA A+ / Net+ certification.
• Ability to rack, stack, cable, and troubleshoot network devices.
• Knowledge of fiber optic and copper connectivity methods including Ethernet, TDM, SONET and DWDM topologies.
• 5+ years use of industry standard test equipment for certifying copper and/or fiber network cabling.
• Strong structured cabling installation and termination background.
• Strong troubleshooting and root cause analysis skills.
• Professional business communication and interpersonal skills.
• Effective organizational skills and attention to detail.
• Leadership and team experience.
• Advanced skills in Microsoft Windows OS, Office Suite, and Visio.
• Knowledge of Telcordia installation standards.
• Understanding of network device deployment.
• Ability to train lower level technicians.
• Strong analytical skills.
• CCNA preferred.

Responsibilities

• Oversee Remote Hands personnel and provide next level support as a subject matter expert.
• Manage Remote Hands team including hiring, personnel evaluations, coaching, etc.
• Schedule jobs and personnel to meet project deadlines.
• Review and approve employee time sheets.
• Generate status reports as required from management.
• Manage tool and test equipment needs and inventory at the site.
• Ensure proper classification and closure of all requests assigned to the site.
• Perform and oversee Remote Hands services tracked through the Digital Realty ticketing system.
• Equipment Rack and Stack.
• Cable, terminate, and dress fiber or copper network cabling.
• Assist customers with diagnostics of hardware and software issues.
• Power cycling of customer equipment.
• Perform cabinet/cage audits.
• Blade/Card, Memory, Hard Drive, and Transceiver installations or removal.
• Testing and troubleshooting of copper and fiber optic circuits.
• Perform migrations of equipment, power, or networking devices.
• Shipping and Receiving of packages.
• Provide timely customer and internal updates using a computer based ticketing system.
• Use of power and hand tools (e.g., screwdrivers, drills, wire strippers, punch down tools).
• Perform and oversee quality assurance checks on all requests and Remote Hands projects to ensure accurate completion.
• Point of contact for remote Hands services escalations and operational processes.
• Assist the Regional and local management with training and transfer of knowledge to technicians.
• Adhere to Standard Operating Procedures and ensure team adherence.
• Oversee Data Center cleanliness and appearance.
• Report to the facility within a 1 hour average for emergency assistance as needed.
• May lift and handle up to 50 pounds.
• May bend, stoop, and stretch as required for placement and retrieval of network devices, materials, or equipment.
• May work under a raised data center floor.

Skills

Management

Data Center experience

CompTIA A+/Net+

Rack & Stack

Fiber & Copper connectivity

Test equipment

Structured cabling

Troubleshooting

Communication

Organization

Leadership

MS Office/Visio

Telcordia standards

Network deployment

Training

Analytical

CCNA

Job description

Digital Realty is seeking a Manager Remote Hands to oversee the Remote Hands team at our Data Center in Atlanta. You will coordinate staffing, manage escalations, and ensure service delivery aligns with SLAs while maintaining uptime.

You’ll lead technicians, coordinate rack and stack activities, cabling, and diagnostics, and partner with Deployment/Implementation teams to meet delivery dates and customer expectations.