Team Lead Professional Services (E&O - OMS/DA & GIS)

Lake St. Louis, MO

 

About this Position

As the Team Lead of a Professional Services- E&O, this position will supervise and mentor a team of Professional Services personnel and will be responsible for creating an atmosphere that is conducive to high quality work and effective team interactions. This position includes a high level of customer interaction, Member ownership and also participates directly in the more complex work assigned to the team.  There are two team lead openings being filled within our Engineering & Operations Department.  One manages a team of project managers over our Geographical Information Systems and the other oversees a team of individuals that work with our Outage Management and Distribution Analytics software products. 

 

Team Lead Functions

  • Supervises and mentors assigned Professional Services team members, including coaching sessions dealing with personnel issues, and ensuring team assignments are followed through efficiently, accurately, and within budget.
  • Maintains high service standards by monitoring quantity and quality of Member contacts, received customer satisfaction surveys, and maintaining a high-quality, professional, service-oriented company image.
  • Responsible for satisfaction of Members including resolving customer issues and consulting to improve return on investment (ROI) of solutions.
  • Serves as a design analyst on NISC’s applications to provide direction and insight on new system development and existing application improvements.
  • Ensures team effectively communications with Members through tools such as iVUE Support, Support Awareness, and Community postings.
  • 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.
  • Enterprise approach following standard operating procedures and improving standard operating procedures across the enterprise.
  • Assists in the selection and hiring of new employees.

Experience Desired

  • Generally requires eight to ten years of experience to include five years in a leadership or supervisory role.
  • Mastery of Project Management processes and theory, as well as Service Level Management best practices.
  • Advanced knowledge of the Utility or Telecom industry, including the operations and business requirements, and technical needs of members being supported.
  • Superior communication, presentation, critical thinking, problem solving, and training skills.
  • The ability to lead people, set clear expectations, collaborate, manage conflict, encourages others to help achieve their full potential, and manages employee performance effectively.
  • Ability to think strategically and engage in long-term planning.
  • Ability to identify key performance indicators and define sound business process.
  • 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
  • Ability to model and reinforce our organizational Shared Values and create an environment that promotes organizational excellence.
  • Builds a diverse team and creates an environment that supports the diverse needs of the team to optimize team and NISC performance.
  • Has a clear vision of success and aligns goals and resources with the strategic direction of NISC

 

Education

Four-year degree in business-related field or comparable experience.

GIS or Electrical Engineering experience a plus.



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