IT Support Manager (Minneapolis, MN)

Nebius

1d

About The Position

Nebius is leading a new era in cloud computing to serve the global AI economy. We create the tools and resources our customers need to solve real-world challenges and transform industries, without massive infrastructure costs or the need to build large in-house AI/ML teams. Our employees work at the cutting edge of AI cloud infrastructure alongside some of the most experienced and innovative leaders and engineers in the field.
Where we work
Headquartered in Amsterdam and listed on Nasdaq, Nebius has a global footprint with R&D hubs across Europe, North America, and Israel. The team of over 800 employees includes more than 400 highly skilled engineers with deep expertise across hardware and software engineering, as well as an in-house AI R&D team.
The Team
You will join a high-availability Neocloud data center operations team supporting GPU-accelerated cloud infrastructure used for AI training, inference, and high-performance workloads. The team operates in a 24/7 production environment where reliability, speed, and operational excellence directly impact customer experience and platform performance.
This role sits at the heart of day-to-day operations, working closely with Data Center IT Managers, Infrastructure Engineering, Network, Security, and Vendor partners to keep systems running smoothly and incidents resolved quickly.
The Role
As IT Support Manager, you will lead the front-line IT support and operations function responsible for maintaining the health, availability, and performance of data center IT infrastructure.
You will manage teams handling incident response, hardware troubleshooting, change execution, and service delivery, with strong exposure to GPU-based servers, enterprise networking, and colocation environments. This is a hands-on leadership role focused on operational execution, team performance, and service quality.

Requirements

• 3–5+ years of experience in IT support or data center operations, including people management.
• Strong hands-on experience with server hardware, including exposure to GPU-based systems.
• Solid understanding of data center operations, networking basics, and structured cabling.
• Experience leading incident response and operational troubleshooting.
• Working knowledge of ITIL / ITSM frameworks.
• Comfortable working with Linux systems and basic command-line tools.
• Strong organizational skills and ability to prioritize in high-pressure environments.
• Clear, concise communication skills for technical and non-technical stakeholders.

Nice To Haves

• Experience in Neocloud, hyperscale, or AI/HPC environments
• Prior ownership of 24/7 support operations
• ITIL certification
• Familiarity with GPU health monitoring, firmware, or platform tooling
• Experience working with colocation facilities

Responsibilities

• Lead daily IT operations across data center environments, ensuring high availability and SLA adherence.
• Own incident management, including triage, escalation, coordination, and communication.
• Drive root cause analysis (RCA) and follow-through on corrective and preventive actions.
• Ensure operational readiness for GPU-dense infrastructure, including power, cooling, and hardware health monitoring.
• Manage, schedule, and develop IT support engineers operating in shift-based / 24×7 environments.
• Define and track KPIs, SLAs, and service quality metrics.
• Provide hands-on guidance during complex troubleshooting scenarios.
• Maintain consistent operational standards through runbooks, SOPs, and playbooks.
• Oversee diagnosis and resolution of issues related to servers, GPU systems, networking equipment, and cabling.
• Manage hardware lifecycle activities, including installations, upgrades, swaps, and decommissioning.
• Coordinate RMAs, spare parts, inventory accuracy, and asset tracking.
• Execute approved changes and maintenance activities with minimal risk.
• Identify recurring issues and drive process improvements to reduce incidents and MTTR.
• Ensure adherence to ITIL / ITSM operational processes.
• Act as the operational interface to vendors, OEMs, and colocation providers for day-to-day support issues.
• Support audits, compliance checks, and operational controls related to asset handling and access.
• Ensure secure handling, storage, and decommissioning of IT assets.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth within Nebius.
• Flexible working arrangements.
• A dynamic and collaborative work environment that values initiative and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed