Job Summary

This role provides oversight and leadership of the IDCS Build Team. The IDCS Manager will guide the technical teams and lead successful build deployments to final product delivery. They will attend internal meetings, update priorities based on project management input, and direct their teams to adjust their builds to support customer requirements. The IDCS Manager will also ensure that their teams update the build progress tracker so status is logged as each step is completed and cycle times are recorded. The IDCS Manager will manage the day-to-day operations of build team leaders, including management of build projects, leading and attending meetings, keeping accurate records of what is completed, capturing outstanding tasks, and then directing team members to complete those tasks.

This position reports to the IDCS Sr. Director of Operations and is expected to perform duties at the SHI Piscataway Ridge Integration Center.

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Responsibilities

Include but not limited to:

• Meet with leadership teams, including project management, quality control, technical specialists, client services delivery, automation/scripting developers, and build team to address current challenges and set direction daily.
• Interview and hire for open positions within the Integration Center.
• Attend external customer calls and meetings to review current status and address any obstacles.
• Attend internal meetings with sales and review the current pipeline and projected volumes.
• Confirm and address any challenges in all working builds to meet targeted delivery time frames in collaboration with cross-functional internal teams (Warehouse / Config / Inside Sales / Operations).
• Assemble appropriate teams and data to respond to customer escalations.
• Monitor correspondence from leadership teams to the customer and offer guidance that supports professional problem closure.
• Assign appropriate resources to build tasks.
• Confirm that the build team has adequate resources, including technicians, space, and power to complete their builds.
• Address fluctuations in demand through any creative strategy that can balance multiple builds that need to run in parallel.
• Manage overtime.
• Review ISO task instruction documents for designated teams.
• Review technical documentation, including VISIO diagrams, and be able to transfer that logical information into a physical build.
• Complete handoff from 1st shift IDCS Manager and continue to move workstream through 2nd shift.

Qualifications

• Associate’s degree in a related field, successful completion of an accredited trade school computer training program, or relevant work experience required
• 3 years of Integration Center Support Experience
• 3 years as a people manager with Direct and Indirect reports
• 2 years in one of the following:
  • Data Center
  • EUC Support
  • IT Project Management

Required Skills

• Ability to work under tight time constraints and meet strict deadlines while interfacing with high-pressure individuals and situations.
• Technical problem-solving skills.
• Ability to get diverse teams to work together to achieve a common goal
• Ability to decipher technical lead explanations as related to firmware upgrades, network settings, and custom settings as required by customers across multiple vendor hardware
• Ability to work with several teams and manage multiple projects that are running simultaneously
• Ability to identify process enhancements in the build/quality control/hardware verification processes
• Proven ability to work well independently or as part of a team
• Proven ability to follow directions and complete assigned tasks with little to no assistance
• Proven ability to make business decisions based on customers’ needs
• Proven ability to manage and launch initiatives on a department-wide basis and hit deadlines
• Proven ability to motivate, lead, and mentor
• Presentation and project management skills
• Able to provide excellent customer service, develop a technically qualified workforce, and reduce operating costs and lead times through continuous improvements.
• Thorough understanding of SHI’s strategy and core competencies
• People problem-solving skills
• Organizational skills

Preferred Qualifications/Skills:

• Advanced knowledge of SHI Tools and applications as they relate to the IDCS Department
• Experience in the Integration Data Center Services organization.
• Leadership Experience, including managing a diverse workforce.
• People problem skills.
• Ability to get diverse teams to work together to achieve a common goal.
• Ability to work under pressure and remain level-headed and professional.

Unique Requirements

• Extended hours are required to complete some special projects
• Prior experience working with AirTable (preferred)

Additional Information

• The estimated annual pay range for this position is $75,000 - $120,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status