Director of IT Services Management - Leading Operations Command Center & IT Help Desk for National Rural Electric Cooperative Association

Join the National Rural Electric Cooperative Association (NRECA) as a Director of IT Services Management At NRECA, we're not just an organization; we're a community of passionate professionals dedicated to empowering the electric cooperative industry. With offices in Arlington, VA, and Lincoln, NE, we're the backbone of over 900 consumer-owned electric cooperatives serving more than 42 million people across the United States. Our mission is to support these cooperatives in their quest to provide reliable, affordable, and sustainable energy to their communities. We're now seeking an exceptional leader to join our team as a Director of IT Services Management. This pivotal role will oversee our Operations Command Center (OCC) and IT Help Desk, ensuring seamless IT service delivery and exceptional customer experiences. If you're a seasoned IT professional with a passion for leadership, innovation, and customer satisfaction, we invite you to explore this exciting opportunity. About the Role As the Director of IT Services Management, you will be responsible for leading, coaching, and supervising the Operations Command Center (OCC) and IT Help Desk teams. Your strategic vision and technical expertise will drive the delivery of top-notch IT services, ensuring that our end-users receive white-glove technical support. You'll be at the forefront of IT service management, leveraging cutting-edge technologies and best practices to enhance customer satisfaction, improve processes, and drive business value. Key Responsibilities Lead the IT Help Desk Team to achieve exemplary customer engagement in 100% of interactions, creating and maintaining an onboarding process for new Help Desk analysts. Oversee the IT Operations Command Center (OCC), responsible for 7x24x365 monitoring of NRECA applications and services, developing strategies and roadmaps for improvement. Develop and implement ServiceNow enhancements to automate processes, improve customer satisfaction, and drive efficiency. Establish and enforce SLAs and OLAs, identifying opportunities for customer self-service and automation of routine service requests. Drive documentation of all work processes, promoting consistency and repeatability, and act as a thought leader in ITSM, Operations, and Monitoring. Collaborate with internal stakeholders to create monitoring and escalation agreements, modernizing Problem Management processes and creating change management processes that fit within IT's DevSecOps culture. Implement organizational change management practices for large changes, such as OS updates, and create end-user training frameworks to educate users on technical issues. Manage a team of direct reports, including Level Three Desktop Engineers, Help Desk Supervisors, and Level One Help Desk Engineers, fostering a culture of excellence and customer-centricity. Qualifications and Requirements To succeed in this role, you'll need: A Bachelor's degree in Information Technology or a related field. 12 years of progressive experience in IT Service Management, including Help Desk/End-User Support, Infrastructure, planning, and deploying solutions. Significant experience working alongside executive-level management and managing a Help Desk in a staff augmentation contractor model. Experience with creating RFPs, selecting and onboarding vendors, and holding them accountable to SLAs. Knowledge of ServiceNow, including automation, and the ability to lead people, foster collaborative skills, and build consensus in a fast-moving environment. Excellent communication, negotiation, and project management skills, with the ability to think strategically and identify areas for improvement. What We Offer At NRECA, we're committed to the well-being and success of our employees. As a Director of IT Services Management, you can expect: A competitive salary and benefits package. Opportunities for career growth and professional development in a dynamic and evolving industry. A collaborative and inclusive work environment that values diversity and promotes work-life balance. The chance to make a meaningful impact on the electric cooperative industry and the communities we serve. Access to cutting-edge technologies and training to stay ahead in your field. A culture that encourages innovation, creativity, and continuous learning. Our Culture and Work Environment At NRECA, we're proud of our culture and work environment. We value: Diversity, equity, and inclusion, fostering a workplace where everyone feels welcome and valued. Collaboration and teamwork, recognizing that together, we achieve great things. Innovation and creativity, encouraging our employees to think outside the box and explore new ideas. Professional development and growth, providing opportunities for our employees to learn and advance in their careers. Work-life balance, understanding that our employees have lives outside of work and striving to support their overall well-being. We're 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 don't hesitate to reach out to our Human Resources team. Why Join NRECA? By joining NRECA, you'll become part of a community that's passionate about making a difference. You'll have the opportunity to: Work with a talented team of professionals who are leaders in their fields. Contribute to the success of our mission and the electric cooperative industry. Develop new skills and stay up-to-date with the latest technologies and trends. Enjoy a fulfilling and challenging career that makes a real impact. Be part of an organization that cares about your overall well-being and success. Ready to Make a Difference? If you're a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Director of IT Services Management at NRECA, you'll play a critical role in shaping the future of our organization and the electric cooperative industry. Don't miss this chance to join our team and make a lasting impact. Apply now and take the first step towards a rewarding new role! NRECA is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds. Apply for this job