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Data Center Services IT Manager

The Data Center Services IT Manager is responsible for all IT Services provided and performed within the local Baker & Taylor Service Center, managing a team of approximately four IT personnel covering multiple shifts. This position is responsible for the overall leadership of the team, providing training, developing and mentoring, issuance of annual performance reviews and quarterly goals, producing weekly status reports for senior management, resolving or escalating technical issues, and managing the day to day responsibilities of the department.?


This position will be responsible for the following areas of focus:?



  • Providing hands-on assistance to the team as needed in performance of all specific day to day responsibilities

  • Resolving more complex issues requiring detailed systems and applications knowledge. These are issues that have been escalated from the team or customers and may require more time and creativity to solve.

  • Capability of diagnosing and resolving system problems in coordination with other technical team members from other IT departments, including the IT Server Team and IT Network Team.

  • Maintain online documentation repository of operational procedures. Create new procedures as needed.

  • Conduct training of all department responsibilities and tasks for all more junior team members, utilizing online documentation repository.

  • Analyze and identify trends and / or repetitive problems and devise permanent solutions.

  • Ability to multi-task and organize activities to meet specific goals set by senior management.

  • Strong business communication skills with the ability to write clear, concise, non-technical business correspondence to customers relating to issue status, and more technical detail orientated communications to other IT department-based personnel.

  • Management of monthly department Expense Budget and variance reporting.

  • Management and implementation of projects geared towards increasing productivity within the warehouse, reducing overall operating costs, advancing competitive advantage, etc. These projects can either impact the local Service Center or be more global in nature.

?This position is accountable for the management and leadership of the team performing the following day-to-day list of responsibilities:?



  • Office Desktop and Local Server Support:

    • Install, maintain and troubleshoot corporate desktop software suite including MS Windows OS, MS Office, antivirus software, etc.

    • Maintain current images for all desktops and laptops

    • Install application and system software updates on PCs

    • Monitor and maintain all local file servers in compliance with all Baker & Taylor Information Technology standards and procedures. Troubleshoot and escalate issues to the IT Server and IT Network Teams as appropriate.

    • Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.

    • Warehouse Workstation Support:

      • Install, maintain and troubleshoot issues with Thin Clients, PCs, label printers, laser printers, hand held scanners, vehicle-mount (RF) computers

      • Work with maintenance team to facilitate running network drops throughout the warehouse in support of new or current workstations. Be able to punch down these drops into switches within the network closets.

      • Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.

      • AS400 System Support (limited exposure in this area is acceptable):

        • Monitor AS400 systems, escalating hardware and or software issues to external support vendors

        • Execute nightly and weekly backups. Perform weekly system IPLs. Manage offsite backup tape storage process.

        • Monitor Data Center environment controls in computer rooms for adverse power or water conditions. Configure and maintain all alert process controls for UPS and Generator systems. Escalate issues as appropriate to internal management and external vendors

        • End User ID Account Management:

          • Create and maintain User IDs for AS400 and Windows Active Directory environments. Follow all internal security setup procedures as governed by SOC Compliance requirements.

Specific Requirements for this position include:



  • Bachelor's degree or equivalent technical certifications with 7-10 years related experience or equivalent combination of education and experience.

  • Three to five years related experience managing teams of people responsible for at least one of the following platforms: (1) Desktop / PC Support; (2) Windows Server / Active Directory/Domain Management; (3) AS400 ISeries, or (4) IBM Mainframe ZSeries.

  • Accountability of Team Leadership (40%) Installation and Maintenance of Computing Equipment (20%) Problem Troubleshooting and resolution (20% )and Project Management (20%).

  • Physical Requirements - frequent sitting, extensive typing, reading and comprehending, performing calculations, oral communication and ability to reason and analyze situations.? Must be able to handle conventional computer hardware and office supplies.? Occasional standing, walking, writting, reading small print, reaching above shoulder and carrying up to 25 pounds.






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