This position reports to the IT Infrastructure Manager and supervises?technical support staff. This position is responsible for supervising the internal application support personnel engaged in serving the technical needs of the NISC staff.
Supervises all activities of assigned personnel.
Performs support duties when needed due to workload requirements.
Prioritizes projects assigned to team members and ensuring assignments of staff are followed through efficiently, accurately and within budget.
Manages team resources and capacity for new and existing projects.
Schedules projects and assigns as needed.
Assists in daily administration and maintenance of both NISC hosted and SaaS applications used by NISC employees.
Maintains the highest service standards from staff members.
Researches, analyzes, and resolves employee technical issues.
Serves as a resource of information for all direct reports to include passing on information received from upper management.
Communicates daily with each direct report to stay abreast of all team projects and ensure communication of those projects with necessary areas exists.
Promotes and maintains a high-quality, professional, service-oriented company image.
Assists in planning of the future projects for the department and work with the other departments to prioritize projects and adjust resources to fit those project needs.
Ensures that all information is appropriately entered and utilized in the iVUE Support tool.
Assists in the selection and hiring of new employees.
Prepares and delivers performance evaluations to all direct reports.
Coordinates and supervises training as well as delivers training and mentoring of assigned personnel.
Addresses all personnel issues according to NISC policy to include delivering any disciplinary action, providing performance counseling, and creating an atmosphere that is conducive to high quality work and effective team interactions.
Other duties as assigned.
Collaboratively and effectively work across other team and departmental leadership to accomplish work goals and objectives.
Engage in and support organizational activities and objectives.
Commitment to NISC’s Statement of Shared Values.
Other duties as assigned.
Knowledge, Skills & Abilities Preferred:
Generally, requires eight to ten years of experience to include 1-3 years in a leadership or supervisory role.
Provide technical architecture and support across all applications/servers.
Lead various technical and application efforts and initiatives based on ongoing analysis of capacity requirements for future projects/growth.
Excellent system and application troubleshooting skills using various toolsets.
Knowledge of the operational processes and technical needs of NISC employees being supported.
Strong knowledge of security tools, okta identity management, MDM solutions and SaaS automation tools.
Superior verbal and written interpersonal and communication skills with internal and external contacts.
Superior research and problem-solving skills that include innovation and the ability to identify long-term solutions that influence NISC.
Excellent employee relations skills to include the ability to lead people, set clear expectations, and manage employee performance effectively.
Ability to train, mentor and effectively lead others.
Ability to think strategically and engage in long-term planning.
Ability to perform problem analysis and problem resolution at both a strategic and functional level.
Ability to negotiate and collaborate effectively.
Ability to deal with personnel conflict effectively.
Ability to be effective in a fast-paced environment.
Ability to organize and manage multiple priorities within critical deadlines.
Ability to identify key performance indicators and define sound business process.
Ability to effectively manage change.
Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
Ability to travel as often as necessary to meet the goals and objectives of the position.
NISC’s Shared Values & Competencies:
Integrity – We are committed to doing the right thing – always.
Relationships – We are committed to building and preserving lasting relationships.
Innovation – We promote the spirit of creativity and champion new ideas.
Teamwork – We exemplify the cooperative spirit by working together.
Empowerment – We believe individuals have the power to make a difference.
Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization.
Bachelor’s Degree in a business-related field or equivalent experience.
Minimum Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
About National Information Solutions Cooperative
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.