Technology Manager – End User Compute

Job Posting End Date

05-02-2025

Please note the job posting will close on the day before the posting end date

Job Summary

Responsible for the strategic direction of a technology domain, services, or process within a broader strategy of a Business Unit (BU) customer or technology functional area.  Promotes and applies Technology processes and solutions to meet the needs and align with the strategies of that BU customer or technology functional area.Responsible for directly managing and developing technology staff, building and sustaining collaborative relationships with operating companies, BUs, and technology teams.  Lead the teams to complete projects and/or services and perform all technology work activities via efficient processes and effective use of resources. Responsibilities include decision making, risk assessment, task prioritization/assignment/tracking, project assignment, employee development, performance feedback, motivation, team building, communication, planning, resource allocation, cost control, problem/issue/conflict resolution, customer service, and client relations. Decisions are guided by policies, procedures and business plans; receives guidance and oversight from senior manager.

Job Description

Essential Job Functions:

• Design and drive transformation initiatives to continually enhance the end user experience.

• Lead a team of support engineers to deliver second-level end user support for hardware and software technologies, including Microsoft Windows, Apple Operating Systems, M365, and mobile devices, with a focus on improving the overall end user experience.

• Manage incidents and problems according to established Service Level Agreements (SLAs), identifying trends to reduce incidents and enhance the overall end user experience.

• Build and nurture strategic business and technology peer relationships while representing the Technology organization in collaboration with operating companies and business unit leaders.

• Provide unwavering safety leadership and compliance to foster a strong safety culture.

• Promote a winning culture that is engaged, mutually supportive, and performance-oriented.

• Ensure leadership and accountability for compliance with NERC CIP, physical and cyber security, ethics, and corporate policies.

• Ensure the ongoing reliability of technology infrastructure and business solutions.

• Provide financial oversight, including strategic forecasting and planning, while establishing and managing departmental Operations & Maintenance (O&M) and capital budgets in alignment with the Technology organization’s plans.

• Develop diverse and inclusive teams through hiring, training, performance management, and culture curation, delivering world-class technology services with an emphasis on an efficient and intuitive customer experience.

• Offer training opportunities to employees to enhance knowledge, strengthen skills, and broaden technical and professional capabilities, ensuring all employees are well-trained and focused on the company’s success.

• Prioritize and direct work activities in the area to optimize resource utilization.

• Manage resources to ensure safe and timely service restoration during storms and outages, leading business continuity planning and disaster recovery efforts for the Technology organization as needed.

Minimum Requirements:

Education:  Bachelor’s degree in computer science, engineering, business, or related technical field is required. An equivalent combination of education and related experience may be considered.

Experience: In addition to any experience required above, 8 or more years of technology experience; 4-6 years of direct supervision experience preferred.

Preferred Requirements:

Experience/Skills:

• Experience in building and leading high-performing teams is required.

• Experience providing 24/7 support for end user technologies through a team of employees and contractors, including offshore teams.

• Familiarity with continuous improvement processes that enhance the end user experience.

• Proficient in using ServiceNow for ticketing and reporting.

• Understanding of software deployment and patching tools.

• General knowledge of LAN/WAN environments.

Certifications: ITIL certifications 

Location: Prefer candidate to live within 50 miles of Columbus, OH

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Compensation Data

Compensation Grade:

SP20-010

Compensation Range:

$132,562.00-172,331.00 USD

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.  

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.