Technical Solutions & Support Manager

Lead the team that keeps CRC running

Are you a technology leader who sees the whole system: people, process and technology? Do you know how to bring the right experts together to solve problems, and do you love developing great people?

At Cooperative Response Center (CRC), our technology powers critical communications for electric cooperatives and utilities across the country. Our member contact center, dispatch services and Alarm Monitoring Services run 24/7/365, and the technology behind them has to work every hour of every day. As our Manager, Technical Solutions & Support, you'll lead a multidisciplinary team that supports our employees and members and keeps that technology reliable.

This is a leadership role first. You'll bring solid technical understanding and whole-systems thinking. You'll see what needs to be done, then lead the experts on your team to bring solutions to life.

Why CRC?

At CRC, our Why is simple: to positively impact the lives of others through outstanding service. Our vision is to consistently exceed the expectations of both our members and our employees.

When you join CRC, you'll find:

• A collaborative leadership team that values new ideas.
• Meaningful work supporting essential services for communities across the country.
• A culture grounded in five core values: Always do the right thing, Build a better future, Win as one, Be the best, and Make a difference.
• Investment in your growth and your team's growth.
• Competitive pay, accrued PTO and Well-being Hours, and a comprehensive benefits package you can learn more about at https://www.crc.coop/employment

What You'll Do

As the leader of our Technical Solutions & Support team, you'll:

• Lead, coach and develop a team spanning technical support, systems and infrastructure, networking, enterprise applications and implementations.
• Set clear expectations, priorities and ownership so every technology issue is driven through to resolution.
• Move the team from repeated troubleshooting to root-cause solutions, using data to spot trends and improve performance.
• Keep business-critical systems monitored, maintained, documented and resilient, and raise risks early.
• Build cross-training and shared knowledge so no one person is the only expert.
• Oversee technical implementations and integrations, and make sure new solutions move smoothly into ongoing support.
• Partner with Software Development, Member Solutions, Information Security and other teams to understand our members' needs and deliver solutions that meet them.
• Work with technology vendors and service providers.
• Find practical ways to use automation and AI to make operations more efficient.

We're Looking For Someone Who

• Enjoys leading and developing technical professionals.
• Thinks in whole systems, connecting people, process and technology, and asks the right questions.
• Builds accountability while supporting and showing up for the team.
• Turns recurring problems into lasting fixes.
• Communicates clearly with both technical and non-technical audiences.
• Is energized by supporting mission-critical, 24/7 operations.

Qualifications

What You'll Bring

• 7+ years of progressively responsible experience in IT operations, infrastructure, systems, enterprise technical support, service delivery or application support.
• 3+ years of formal leadership experience managing technical professionals.
• Experience supporting business-critical technology environments.
• A bachelor's degree in IT, Information Systems, Computer Science, Business, Management or a related field, or equivalent education and experience.
• Nice to have: ITIL or IT service management experience, 24/7 operations experience, vendor management, leading implementations and organizational change, and using automation or AI to improve operations.