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

New England Power and Communications (NEPC) · Boston, Stati Uniti d'America · Onsite

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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.
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