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.
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
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.
- 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.
Skills Required
- 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
- Bachelor's degree in IT, Information Systems, Computer Science, Business, Management, or a related field, or equivalent education and experience
- ITIL or IT service management experience
- 24/7 operations experience
- Vendor management experience
- Experience leading implementations and organizational change
- Experience using automation or AI to improve operations
Cooperative Response Center Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cooperative Response Center and has not been reviewed or approved by Cooperative Response Center.
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Strong & Reliable Incentives — Overtime opportunities and shift/weekend/bilingual differentials reliably boost earnings. Incentive bonuses and annual merit increases further reinforce variable pay.
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Retirement Support — A 401(k) match with immediate vesting strengthens long-term savings. This component complements hourly premiums to enhance total rewards.
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Leave & Time Off Breadth — PTO is described as generous in some contexts. Holiday pay, compassion leave, and volunteer time off broaden available time-away options.
Cooperative Response Center Insights
What We Do
With our 24/7/365 contact center and alarm monitoring central station, CRC has merged the benefits of personalized service with the efficiencies provided by technologically advanced computer and telephony systems. At CRC, we pride ourselves on Focusing on the Human Side of Technology®. Focusing on the Human Side of Technology means more than having live agents answer the phone. At CRC, it’s about finding ways to share our 24/7 call and alarm handling as well as dispatch technologies with those who need it most. For over 25 years, utilities have turned to CRC to help them turn staffing challenges into seamless solutions. What’s more, if something unexpected happens, CRC can help with just a flip of a switch. A major outage event, equipment failure, a tornado; these are just a few of the times when our customers have needed us most. The flexibility to handle calls and dispatch, with the reliability of knowing your consumers are well taken care of. That’s the service you can count on with CRC. Founded in 1992, CRC’s Central Station is a CSAA Five-Diamond certified, UL-listed full service central station providing security, environmental, and medical alarm monitoring, as well as video verified asset monitoring services. Five-Diamond certification is a designation of distinction for operational excellence reserved by the Central Station Alarm Monitoring Association—with less than 10% of all central stations qualifying for this classification.
