Senior Manager IT Support - Facilities Engineering

Kaiser Permanente; Silver Spring (MD); On-site; USD 143,600 - 185,790; Full time

Job summary

Kaiser Permanente in Silver Spring, MD is seeking a Senior Manager for IT Support to lead technical operations in their data center. This role requires expertise in critical electrical and mechanical infrastructure while managing teams for optimal system performance and reliability.

The ideal candidate will have a strong background in IT support, vendor management, and incident response, ensuring high operational standards in a mission-critical environment. A degree in a relevant field and supervisory experience are essential for success in this position.

Qualifications

• Minimum two years of supervisory experience.
• Eight years of IT experience in support or operations environment.

Responsibilities

• Oversight of service delivery process for IT support.
• Problem management and troubleshooting of issues.
• Compliance management and process improvement.

Skills

Supervisory experience

Critical facilities operations

Incident response

Vendor management

Education

Bachelor’s degree in Computer Science, Engineering or related field

Professional certifications (CFM, FMP, PMP)

Tools

BMS platforms

UPS systems

Electrical distribution

Job description

Job Summary

Senior Manager IT Support serves as the technical leader for the data center's critical infrastructure, ensuring the safe, reliable, and continuous operation of all electrical, mechanical, HVAC, plumbing, fire/life safety, and building automation systems supporting a 24/7 mission‑critical environment. The role is responsible for maximizing uptime, maintaining infrastructure reliability, minimizing operational risk, leading engineering operations and emergency response, and ensuring regulatory compliance through preventive maintenance, strategic planning, and continuous improvement. The Senior Manager provides technical leadership to the onsite engineering team while overseeing critical infrastructure, vendor performance, commissioning, asset lifecycle management, and operational excellence. This Sr. Manager level employee is primarily responsible for managing the service delivery process and outcomes for product support, developing the process and procedures for the setup of computer systems, and managing relationships with third‑party hardware and/or software vendors.

Essential Responsibilities

• Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies and influencing units to operate in alignment with business objectives.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross‑functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposals to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity).
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after‑hours on‑call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Minimum Qualifications

• Minimum two (2) years supervisory experience.
• Bachelor’s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications

• Bachelor’s degree in engineering, Facilities Management, or a related technical field. Equivalent work experience may be substituted for the degree requirement.
• 5–10+ years of experience in mission‑critical data center or critical facilities operations, including 3–5 years in a leadership role.
• Expertise in critical electrical and mechanical infrastructure, including UPS systems, generators, switchgear, electrical distribution, cooling systems, BMS platforms, and fire/life safety systems.
• Experience with incident response, change management, preventive maintenance, commissioning, vendor management, capital projects, and operational risk management.
• Knowledge of NFPA, NEC, OSHA, and industry best practices for mission‑critical facilities.
• Professional certifications such as CFM, FMP, CDCP, PMP, M.E., or equivalent are preferred but not required.

Primary Location: Maryland, Silver Spring, Silver Spring Data Center

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Mon, Tue, Wed, Thu, Fri

Working Hours Start: 08:00 AM

Working Hours End: 05:00 PM

Job Schedule: Full‑time

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Pay Range: $143,600 – $185,790 / year

Kaiser Permanente is an equal‑opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.