Urbana-Champaign, Illinois
Denver, Colorado
Toronto, Ontario, Canada
Posted: 13-May-26
Location: Sumterville, Florida
Type: Full Time
Internal Number: 2026-51
General Purpose of Job
This position is responsible for the strategic leadership, planning, and governance of IT support services across SECO Energy. The Manager of IT Support ensures the delivery of reliable, cost-effective, and high-quality end-user technology services while maintaining fiscal responsibility and operational efficiency. This role provides oversight of service management practices, including the development and maintenance of Service Level Agreements (SLAs), enterprise device management, Microsoft Intune administration, Microsoft licensing, and IT asset lifecycle management. The Manager leads the IT Support function through subordinate leadership (IT Support Supervisor), ensuring alignment with organizational goals, regulatory requirements, and industry best practices, while fostering a culture of continuous improvement and service excellence.
Minimum Required Qualifications and Competencies
The following includes the minimum job requirements and essential duties for this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Some job requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.
Education
- Minimum: Four (4) year bachelor’s degree in computer science, information technology, or a related field.
- Preferred: Advanced certifications such as Microsoft (Azure/Intune), ITIL, or related technical/management certifications.
- Job-related experience may be substituted for the required education on a year-for-year basis.
Experience
- Minimum: Ten (10) years of progressively responsible experience in IT support, systems administration, or end-user services.
- Minimum: Five (5) years of leadership experience, including managing supervisors, teams, or multiple functional areas.
- Preferred: Experience managing IT budgets and vendor contracts
- Preferred: Strong background in service management frameworks (e.g., ITIL)
- Preferred: Experience in utility industry or similar regulated environment
Technical Skills
- Advanced knowledge of enterprise endpoint management, including Microsoft Intune and mobile device management (MDM/MAM).
- Strong understanding of Microsoft licensing models and optimization strategies.
- Expertise in IT service management principles, including SLA development, KPI tracking, and continuous service improvement.
- Proficiency in asset lifecycle management, inventory control systems, and procurement processes.
- Strong analytical skills to evaluate technology performance, cost efficiency, and service delivery effectiveness.
- Ability to develop and implement IT policies, standards, and governance frameworks.
- Skilled in financial planning, budgeting, and cost control related to IT operations.
Other Requirements
- Ability to operate a variety of office equipment, including a personal computer, printers, copy machines and telephone.
- Ability to work irregular hours, including evenings and weekends during peak business periods, and flexibility to adjust scheduling or report to work on short notice during emergency situations.
- A valid Florida driver’s license for occasional driving privileges of a company vehicle; must have and maintain an acceptable driving record as determined by SECO Energy.
- Normal work hours will be eight (8) hours Monday through Friday, between 7:00 am to 6:00 pm. Business travel between offices and travel may be required for training and development.
- Successful completion of pre-employment background check, physical and drug screen.
Driving Requirements
- Valid Florida Driver's License
Core Competencies
- Safety: Promotes safety awareness within their team, monitors compliance with safety protocols, and addresses safety concerns promptly.
- Member Commitment: Engages with members to understand their needs, addresses their concerns, and ensures a high standard of service.
- Honesty & Integrity: Maintains transparency and ethical behavior in all team activities, addressing any integrity issues promptly.
- Work Ethic: Promotes a strong work ethic within their team, setting expectations for dedication and reliability.
- Inclusive Culture: Ensures that their team embraces diversity and inclusivity, addressing any issues of inclusivity promptly.
- Accountability: Holds team members accountable for their tasks and responsibilities, providing guidance and support to meet expectations.
- Teamwork: Promotes teamwork within their team, encouraging collaboration and supporting team efforts.
Job Specific Competencies
- Leadership & Decision-Making: Demonstrates effective leadership by guiding the team, making sound decisions, and managing projects efficiently. Apply analytical and process-management skills to improve operations and adapt effectively to changing business needs.
- Collaboration & Teamwork: Demonstrates collaboration by engaging with IT and cross-functional teams, cultivating a team-focused environment that promotes knowledge sharing and drives continuous improvement.
- Customer Service & Professionalism: Exhibits strong customer service, exercising tact and professionalism with employees, managers, vendors, and partners, while working independently to achieve results.
- Communication: Communicates clearly in written, verbal, and listening formats, prepares reports and training materials, and delivers presentations to employees, management, and stakeholders.
- Confidentiality & Integrity: Demonstrates integrity and discretion by maintaining confidentiality and handling sensitive information.
Supervisory, Management, and Leadership Competencies
- Board Focus: Understands and communicates organizational priorities set by the Board and senior leadership to their teams.
- Vision & Strategic Orientation: Translates organizational strategies into actionable plans for their team.
- Lead Change & Manage Risk: Manages team-level changes, ensuring effective adoption while addressing operational risks.
- Member Focus: Implements member-focused processes to meet and exceed service expectations.
- Results Driven: Sets performance goals for their team and ensures successful execution of tasks and projects.
- Analytical Thinking & Decision Making: Evaluates team-level data and operational performance to make sound decisions.
- Innovation: Encourages team members to explore new approaches to improve efficiency and outcomes.
- Interpersonal Communications: Facilitates clear and open communication within the team and with other departments.
- Influence Others: Motivates team members to adopt new processes and work toward shared goals.
- Relationship & Team Building: Builds a cohesive and high-performing team through trust, respect, and collaboration.
Verification
The above qualifications and competencies for this position may be verified through a combination of education, experience, interview questions and technical skills exercise(s).
Essential Duties and Responsibilities
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Supervisory
This position has responsibility for the direction, coordination and evaluation of employees in the Information Technology Support work unit and contractor relationships. This person is expected to perform supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Leadership & Organizational Oversight
- Provide leadership and direction to the IT Support Supervisor and overall support team.
- Establish strategic goals, performance metrics, and service expectations aligned with organizational objectives.
- Promote a culture of accountability, customer service excellence, and continuous improvement.
- Oversee workforce planning, staff development, succession planning, and organizational design within IT Support.
Service Management & SLA Governance
- Develop, implement, and maintain Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and performance metrics.
- Monitor service delivery performance and ensure compliance with established SLAs.
- Drive continuous improvement initiatives based on service data, user feedback, and operational trends.
- Ensure effective escalation management and resolution of critical or systemic issues.
Technical Platform Ownership
- Oversee enterprise management of endpoint devices, including configuration, compliance, and security using Microsoft Intune.
- Manage and optimize Microsoft licensing to ensure compliance, cost efficiency, and scalability.
- Establish standards for device deployment, lifecycle management, and security configurations.
- Ensure alignment with cybersecurity policies and organizational risk management practices.
Financial & Vendor Management
- Develop and manage the IT Support budget, ensuring fiscal responsibility and cost optimization.
- Oversee procurement strategies for hardware, software, and services in collaboration with IT and procurement teams.
- Negotiate and manage vendor contracts, service agreements, and partnerships.
- Evaluate vendor performance and ensure service delivery meets organizational expectations.
Asset & Inventory Management
- Establish and maintain governance over IT asset lifecycle management, including procurement, tracking, utilization, and disposal.
- Ensure accurate inventory records and compliance with internal controls and audit requirements.
- Implement and monitor asset management systems and reporting processes.
Policy, Compliance & Governance
- Establish and enforce IT support policies, procedures, and standards.
- Ensure compliance with regulatory requirements, internal controls, and audit standards.
- Provide oversight for documentation, reporting, and knowledge management practices.
Emergency Preparedness & Response
- Play a leadership role in SECO Energy’s Emergency Preparedness Plan.
- Ensure IT support readiness for emergency and storm response scenarios.
- Coordinate post-event reviews and implement improvements based on lessons learned.
Collaboration & Stakeholder Engagement
- Partner with IT leadership and business units to align support services with organizational needs.
- Communicate service performance, risks, and initiatives to executive leadership and stakeholders.
- Serve as an escalation point for high-impact or cross-functional issues.
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to walk; stand; use hands to finger, handle, or feel; reach with hands and arms; climb and work from ladders or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally life and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
This position has general office environment with some business travel. The noise level in the work environment is usually moderate.
