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Dell Manager 1, Lab Support Engineering (Network Operations) - Hopkinton, MA in Durham, North Carolina

Manager 1, Lab Support Engineering (Network Operations) - Hopkinton, MA

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Network Operations Manager on our team.

Lab Support Engineering is at the heart of a worldwide lab operations team providing 24x7 lab access, service and solutions support in multiple locations. Independent and flexible, team members are always ready to adapt to the changing daily priorities. They make an impact in all kinds of ways – from installing and maintaining servers and storage equipment within the fast-paced lab computing environment, through to providing top-level technical expertise and support to engineering departmental users. What’s more, they work with engineering teams to create hardware configuration test plans in support of software development.

Key Responsibilities

  • Understands implications of work and provide recommendations to team for solutions

  • Maintain procedures and processes to drive desired results

  • Manage team of 8-10 a team of network support engineers in Ireland, Durham and Hopkinton

  • Be able to support 2nd tier escalations

  • Est 60% / 30% / 10% - team will work on ticket based work, project based work and escalations

  • Cross collaboration with India, Ireland, Durham, Hopkinton, Washington and California

  • Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels

  • Makes recommendations on development of innovative and cost-effective solutions to problems of customers

  • Understand and engage proper parties regarding issue escalation

Essential Requirements

  • 3+ years of relevant experience leading a team and a bachelor’s Degree in a relevant field or equivalent years of experience

  • Strong knowledge of appropriate networks, products and protocols: EIGRP, OSPF, BGP, DNS, DHCP, Layer 2, Layer 3

  • Strong troubleshooting skills

  • Customer management skills and strong communication skills

  • Ability to work in a virtual team environment

Desirable Requirements

  • Experience with Cisco Nexus, Arista EOS and Dell FTOS

  • Desirable experience with: iSCSI, PXE, Infoblox, or similar DDI too

  • Call center and customer escalation experience

  • Available to travel occasionally, possibly twice a year (Hopkinton, Ireland, Durham)


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re looking for a varied role in an innovative and fast-paced lab setting, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .