Lead and coach a geographically distributed team of technology specialists (TS) to successfully enable effective and efficient technology support.
Develop and maintain relationships with Network and District office leadership to understand and address resource and programmatic needs by office.
Lead working teams in the strategic design, implementation, and execution of departmental priorities that drive NM’s transformation agenda.
Collaborate with digital products, technology, and business teams on key technology initiatives.
Partner and consistently deliver with peers across Field Technology Operations.
Continuously assess team performance via quantitative and qualitative measures as appropriate.
Oversee team support strategies ensuring high-quality, value-added touchpoints to enable high customer satisfaction.
Lead the strategic engagement of major technology integrations and moves with Network Office leadership.
Partner with 3rd party vendors in the active sourcing and onboarding of technology specialists and consultants.

Requirements

Degree in Information Technology, Computer Science, Business Administration, or a related field.
Bachelor’s degree preferred.
Minimum of 5-7 years of experience in technology support or a related field, with at least 3 years in a lead, leadership, or managerial role.
Proven track record of managing or leading technology support teams.
Understanding of IT infrastructure, software applications, and network systems.
Proficiency in troubleshooting and resolving technical issues.
Experience with technology support tools and platforms such as ServiceNow or similar.
Demonstrated ability to lead, motivate, and develop high-performing teams.
Excellent project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
Experience in strategic planning and execution of organizational goals.
Exceptional verbal and written communication skills.
Ability to collaborate effectively with cross-functional teams and stakeholders.
Strong presentation skills, with the ability to convey technical information to non-technical audiences.
Strong commitment to customer service and satisfaction.
Strong analytical and problem-solving skills.
Relevant certifications such as ITIL, PMP, or similar are preferred.
Experience managing budgets and financial planning for technology support operations.

Benefits

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT infrastructuresoftware applicationsnetwork systemstroubleshootingtechnical issue resolutionproject managementstrategic planningbudget managementfinancial planning

Soft Skills

leadershipteam motivationcommunicationcollaborationpresentationcustomer serviceanalytical skillsproblem-solving

Certifications

ITILPMP