Manager/Director, Technology Operations en New England Power and Communications (NEPC)

Responsibilities

Leadership & Team Development

• Lead, mentor, and develop a team of 7 (system admins, service desk, security, and infrastructure roles).
• Create growth paths and support professional development.
• Foster a culture of knowledge sharing, self-service, and inclusive teamwork.
• Represent Technology Operations on the Digital Business Steering Committee and Emergency Response Team.

IT Operations & Service Delivery

• Ensure reliable, responsive IT support and proactive communication.
• Oversee infrastructure spanning networking (LAN/WAN/WiFi), Microsoft 365, Okta, Zscaler, servers, storage, and endpoint management.
• Manage vendor relationships, service agreements, and outsourced IT services.
• Lead request, incident, problem, and change management processes.

Strategic Initiatives & Governance

• Plan and deliver enterprise initiatives such as hardware refreshes, Zero Trust, DLP, mobile device management, and M365 optimization.
• Apply project management practices to scope, plan, and execute initiatives on time and within budget.
• Balance multiple concurrent projects and operational priorities, ensuring steady progress while maintaining high service levels.
• Coordinate cross-functional efforts and track progress through clear milestones and reporting.
• Plan for infrastructure growth, cloud capacity, and emerging technology adoption.
• Partner with Information Security on controls, compliance, and risk management.
• Maintain disaster recovery and business continuity plans.
• Build and maintain knowledge bases for systems and troubleshooting.

Reporting & Collaboration

• Develop dashboards and reporting on IT performance and capacity.
• Communicate risks, progress, and infrastructure health to leadership.
• Collaborate with partner firms on global standards and architecture.
• Contribute directly to design, troubleshooting, and implementation when needed.
• Continuously improve efficiency and service delivery.

Qualifications

Education/Certification

• Bachelor’s degree in a technical field or equivalent experience.
• Certifications welcome but not required.

Knowledge & Experience

• Experience managing IT infrastructure and support operations (data center, networking, cloud, endpoints).
• Demonstrated project management skills, including planning, execution, and delivery of complex technology initiatives (formal PM certification is a plus but not required).
• Proven ability to manage competing demands across projects, operations, and stakeholder needs.
• Ability to balance leadership with technical contribution.
• Vendor and budget management experience.
• Understanding of security principles and compliance requirements.
• Strong communication skills across technical and non-technical audiences.