Job Description:Responsible for the oversight and operational leadership of essential IT services, including, but not limited to the Network Operations Center (NOC), incident management, end-user computing, audio-visual systems, field services, and service desk operations. Ensures the efficient delivery of technical support across the organization, focusing on maintaining high performance, reliability, and security of IT infrastructure. The Senior Manager leads cross-functional teams to monitor, troubleshoot, and resolve incidents while continuously optimizing service delivery to enhance the end-user experience. This position requires collaboration with leadership to establish policies, performance metrics, and best practices to meet organizational goals and drive continuous improvement.Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes:Medical Insurance, Dental Insurance, Vision Insurance Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules including compressed work week and telecommuting opportunities to work remotely up to 50%, Life Insurance, 401K, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.Senior Manager IT OperationsHiring Salary Range: $141,000-$239,000Actual compensation offer to candidate may vary outside of the posted hiring salary range based upon work experience, education, and/or skill level.Responsibilities:
Network Operations Center (NOC) Management: Oversee the 24/7 monitoring, performance management, and troubleshooting of network infrastructure to ensure maximum uptime and fast incident resolution.
Incident Management: Develop and implement incident management processes, including incident detection, triage, resolution, and root cause analysis, ensuring a proactive approach to issue identification and resolution.
End-User Computing: Manage support for end-user devices, including desktops, laptops, mobile devices, and peripheral equipment, ensuring smooth operations and timely support.
Audio-Visual Systems: Lead the management of audio-visual infrastructure, including conference room systems, video conferencing platforms, and multimedia technology, ensuring smooth and reliable user experiences.
Field Services and Technical Support: Oversee field services teams providing on-site technical support to address hardware, software, and network issues across various office locations or remote work environments.
Service Desk Operations: Direct the service desk operations to ensure a high level of customer satisfaction, efficiency, and timely resolution of technical support requests, establishing SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
Continuous Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of technical operations, focusing on automation, standardization, and best practices.
Team Leadership and Development: Provide leadership, coaching, and professional development opportunities for team members, ensuring a high-performing, customer-focused team.
Collaboration with Stakeholders: Partner with senior leadership, business units, and other IT teams to align operations with business objectives and ensure that technical solutions meet user needs.
Ensure compliance with industry regulations, such as NERC CIP, and maintain up-to-date knowledge of relevant standards and best practices.
Maintain comprehensive documentation of system configurations, processes, and procedures.
Prepare status reports and keep management, client and other stakeholders informed of project status and related issues.
Maintain compliance with all company policies and procedures and attain knowledge and remain knowledgeable of regulations, laws, standards, and best practices applicable to functional area.
Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.
OTHER DUTIES/RESPONSIBILITIES
Perform other related duties as assigned.
Qualifications:Education and Training:
Bachelor’s degree in computer science, mathematics, engineering, or a related field.
An MS, MBA, or related advanced degree desired.
Skills:
Strong leadership and team management skills, with the ability to lead and motivate cross-functional teams in a fast-paced, dynamic environment.
Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues quickly and effectively.
Strong communication and interpersonal skills, with the ability to effectively collaborate with technical teams, business stakeholders, and executive leadership.
Strategic thinking and the ability to develop and execute on long-term operational plans.
Budget management and financial planning skills to manage resources effectively.
Strong project management skills, with the ability to handle multiple initiatives simultaneously and deliver results on time and within budget.
High attention to detail and commitment to service excellence and continuous improvement.
Other:
Willingness to travel as required for training and meetings throughout service territory.
Must be able to perform all essential functions of the job.
About Us:Tri-State is a wholesale power supply cooperative, operating on a not-for-profit basis, with 44 members, including 41 utility electric distribution cooperative and public power district members in four states: Colorado, Nebraska, New Mexico and Wyoming. Together with its members, Tri-State delivers reliable, affordable and responsible power and energy services to more than a million electricity consumers across nearly 200,000 square miles of the West.Tri-State was founded in 1952 by its member systems to provide a reliable, cost-based supply of electricity. Headquartered in Westminster, Colo., approximately 1,200 people are employed by Tri-State across five states.Tri-State's electricity is generated from coal, natural gas and hydropower, with a rapidly increasing supply generated from wind and solar. Tri-State delivers power to its members through a transmission system that includes substation facilities, telecommunications sites and over 5,700 miles of high voltage transmission lines. Tri-State's transformative Responsible Energy Plan is reducing emissions, increasing renewable resources, developing new energy services and delivering more flexibility for its members.Job Identification: 263 Job Category: Information Technology Posting Date: 2024-11-19T15:00:00+00:00 Job Schedule: Full time Hiring Salary Range: $141,000-$239,000 Locations: 1100 W 116th Ave, Westminster, CO, 80234, USAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.