IT Support Manager

Lead and manage L1, L2, IT infrastructure and Field Network Engineers supporting data center IT infrastructure and GPU clusters and region IX colocations. Ensure high availability and reliability of GPU clusters and IT infrastructure. Act as the primary escalation point for complex hardware, network, and operational incidents. Monitor and drive SLA, KPI, and incident resolution performance. Oversee proactive maintenance, troubleshooting, and problem management activities. Collaborate with infrastructure engineers, vendors, and colocation partners to resolve issues and deliver improvements. Maintain and improve support processes, documentation, and team training materials. Manage IT asset lifecycle activities, including RMAs. We expect you to have 3+ years of experience managing technical support teams in a data center or similar critical infrastructure environment. Strong hands-on background in diagnosing and resolving server hardware issues, including GPU-based systems, fiber networks. Solid understanding of data center operations, server platforms, and enterprise networking principles. Practical experience with IT service management processes (ITIL / ITSM). Basic proficiency with Linux/Unix operating systems and command-line tools. Proven ability to manage operational KPIs, incidents, and escalations. Analytical skills. Proactive mindset, strong sense of ownership, and the ability to lead teams in high-pressure environments. High proficiency in spoken and written English. Relevant certifications and trainings are a bonus.