Manager, Engineering Support Services

Leads the Engineering Support Services function that enables efficient and reliable delivery of electric distribution work for members. Provides management and continuous improvement across Esri GIS, work request and work order support (SEDC/UPN/Zendesk), operational reporting/analytics, and support for OMS/SCADA integration touchpoints. Ensures accurate system records, consistent workflows from intake through release to construction and closeout/as-builts, and measurable service performance in partnership with Engineering, Field Engineering, Operations, Construction, System Control, and Member Services.

• Manage and develop GIS, work order/work management support, and OT support staff (and contractors as assigned); set priorities, performance expectations, and training/cross-training plans.
• Operate a structured support intake and triage model using Zendesk, including categories, routing, SLAs, escalations, documentation, and metrics reporting.
• Lead ESRI GIS program execution to ensure map and asset record accuracy, connectivity/model integrity, attribute standards, and timely posting of as-builts.
• Maintain and improve work request and work order support workflows using SEDC/UPN; standardize templates, checklists, and minimum required fields to improve release-to-construction readiness.
• Partner with Engineering, Field Engineering, Construction, and Operations to improve handoffs, reduce rework/returns, and strengthen closeout and as-built discipline.
• Support OMS/SCADA integration touchpoints with GIS and work management tools by coordinating requirements, testing, change control, troubleshooting, and vendor/IT/System Control engagement.
• Provide operational reporting and dashboards (backlog/aging, cycle time, as-built lag, GIS quality KPIs, recurring issues) to support leadership decision-making.
• Establish and maintain data governance and quality controls, including definitions, source-of-truth, validation rules, audits, and change control for templates/workflows/reports.
• Manage vendor relationships and support budget planning and road mapping for system enhancements, remediation efforts, and support services.
• Provide after-hours and storm restoration support as required to maintain critical workflows and data integrity.

• Bachelor’s degree in Engineering, GIS, Information Systems, Computer Science, or a related field; or equivalent combination of education and electric utility experience.

• 5+ years of experience supporting electric distribution functions (GIS, work management/work orders, engineering/operations support systems, or OT analytics).
• 2+ years of leadership/supervisory experience (direct supervision preferred).