Director IT Services Management

Job Description Position Summary: Leads, coaches, supervises and sets strategy for the Operations Command Center (OCC). Oversees the round-the-clock monitoring of NRECA critical systems, as well as the IT Help Desk. Ensures the end users are met with white-glove technical user support. Responsible for computer, phone, tablet, and related asset management; analysis and management of voice and data... communication invoices and contracts; and management of implemented mobile phone services. Supports the preparation of a multimillion-dollar IT Service Management budget and manages to that budget. Promotes an excellent customer service attitude among staff. Essential Duties and Responsibilities: Leads the IT Help Desk Team with the goal of providing exemplary customer engagement in 100% of interactions. Creates and maintains an onboarding process for new Help Desk analysts. Develops Help Desk engineer work queues and dashboards that roll up to managerial and executive-level reporting. Continuously identifies trends within Help Desk tickets to direct automation, process or training efforts. Leads the IT Operations Command Center (OCC), responsible for 7x24x365 monitoring of NRECA applications and services. Creates, supports and maintains strategies for the IT Help Desk and OCC. Develops roadmaps for the IT Help Desk and OCC to focus on specific improvement areas on a quarterly basis. Establishes a roadmap for ServiceNow enhancements to improve and automates processes for enhanced customer satisfaction. Drives documentation of all work processes that occur more than once to promote consistency and repeatability. Defines and enforces SLAs and OLAs. Looks for opportunities to establish and expand structures that support customer self-service and automation of routine service requests, including through implementing the use of AI chatbots and through ServiceNow automation. Acts as a thought leader, identifying better ways to work and bringing expertise in the areas of ITSM, Operations and Monitoring, and Help Desk. Collaborates with internal stakeholders to create monitoring and escalation agreements on an application-by-application basis. Modernizes Problem Management processes and creates change management process that fit within IT?s DevSecOps culture . Implements organizational change management practices on large changes such as OS updates. Creates and supports process for Major Incident resolution (Sev1 and Sev2 Incidents). Creates end user training framework to educate users on technical issues such as using OneDrive vs SharePoint. Responsible for the proper security and disposal of any confidential information that he or she may possess in the course of performing this position?s job duties, in accordance with NRECA?s Personnel & Administrative Policy and HIPAA Privacy and Security Policies & Procedures Manuals. Direct Reports to this Position: 2 Level Three Desktop Engineers, 1 Help Desk Supervisor, 4 Onsite Help Desk Engineers (Contractors) (Arlington Office) 2 Onsite Help Desk Engineers (Lincoln Office) 1 Customer Service Specialist and 5 Level One Help Desk Engineers (Contractors) (Remote) Qualifications Formal Education Required: Bachelor?s degree in Information Technology or related field. Experience and Certifications Required: 12 years of progressive experience in IT Service Management to include Help Desk/End-User Support, Infrastructure, planning and deploying solutions and supporting Events and Promotions. Significant experience in working alongside executive-level management. Experience with managing a Help Desk in a staff augmentation contractor model, where 100% of staff performance is internally owned by NRECA (i.e., not a traditional 'managed service' model). Experience with creating an RFP, selecting and onboarding a vendor, and holding them accountable to SLAs. FLSA Status: Exempt Knowledge, Skills and Abilities Required (as demonstrated by prior work experience): Knowledge of ServiceNow, including automation. Ability to lead people and foster collaborative skills and consensus building while operating in a fast-moving environment as demonstrated by prior work experience. Ability to communicate in terms of business value and/or risk. Ability to build and sustain a high-performing team with an appreciation and interest in building and sustaining strategic relationships with key internal decision makers, members, staff and the public.. Ability to manage projects, including identifying all minor details required for complex changes, such software management system implementation. Ability to negotiate with internal clients and vendors to resolve conflicts while fostering positive relationships and building trust. Ability to provide a ?white glove? level of Help Desk experience and customer service/experience. Ability to think strategically and identify areas of improvement. Ability to 'roll up sleeves' and address any needs from VIP clients. Passion and ability for mentoring and teaching Help Desk staff, capable of identifying when a staff member is unfit for the role and swiftly addressing it. Understanding of reporting and how critical metrics drive behavior and customer satisfaction. Ability to communicate, both verbally and in writing, with a diverse membership, employees and/or vendors in a clear and precise manner. Ability to use Microsoft Office tools (Excel, Word, Outlook, Power Point) and to operate various office equipment such as personal computer, copier, printer, fax machine or other job-related equipment. Ability to provide service excellence by building relationships, being resourceful, responsive and respectful. Essential Physical Requirements: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. Disclaimer Statement: The preceding job description has been written to reflect management?s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Additional Requirement: The preceding job description has been written to reflect management?s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. NRECA is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail [email protected] or call: 703-907-5992 - NRECA Arlington Human Resources. Please call 402-483-9275 - NRECA Lincoln Human Resources, for Lincoln, NE employment opportunities. We will make a determination on your request for reasonable accommodation on a case-by-case basis. The U.S. Equal Employment Opportunity Commission (EEOC) recently released the 'Know Your Rights' poster, which updates and replaces the previous 'EEO is the Law' poster and 'EEO Is the Law Poster Supplement'. Pay Transparency Non-Discrimination. NRECA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information. E-Verify. As a Federal Contractor, NRECA is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. For more information about life at NRECA please visit www.Electric.coop. Learn more about who we are, career opportunities, employer awards and life at NRECA. The National Rural Electric Cooperative Association (NRECA), with offices in Arlington, VA and Lincoln, NE is the trade association for over 900 consumer-owned electric cooperatives serving more than 42 million people. At NRECA, we work with people who are leaders in their fields. They are down-to-earth, hardworking professionals committed to helping our members serve their communities. Our work is interesting, constantly evolving, and requires new skills to meet the changing needs of a dynamic industry. Employees are united around the compelling purpose and history of electric cooperatives which allows teams and individuals to thrive as they collaborate and engage to accomplish great things in the pursuit of our mission. And topping it off, NRECA cares about each person?s overall well-being, encouraging health, financial security, and a sustainable work/life balance. Learn more about who we are at https://www.electric.coop/our-organization/careers

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