Manager of 24/7 & Customer Support Operations

About the role

Gridcare is seeking a Manager for 24/7 and Customer Support Operations to establish and lead a new 24/7 operations center in Johnson City, TN. This role involves overseeing the personnel, processes, and performance of the operations desk, which handles real-time energy market operations, customer support, and incident management for digital infrastructure. You will ensure continuous staffing with trained operators and effective resolution of market questions, customer escalations, and system failures. This is a hands-on role where you will build the team and operational procedures from the ground up.

Key facts

What you'll do

• Recruit, train, supervise, and schedule system operators to provide 24/7 coverage for the operations desk.
• Create and maintain a shift schedule that guarantees adequate staffing, manages time off, and complies with rest period requirements.
• Ensure adherence to energy market operating rules, manuals, and operator training standards.
• Collaborate with customers to define, document, train, and maintain specific operating procedures.
• Serve as the primary escalation point for issues related to hardware, software, and 24/7 desk staffing.

Requirements

• Experience guiding and managing individuals who follow defined processes in a production setting.
• Demonstrated ability to discern when to coach, when to remove obstacles, and when to intervene directly.
• Previous roles involving the implementation, documentation, and enforcement of policies with audit trails and regulatory implications.
• High school diploma or equivalent.
• Completion of management training (e.g., business degree, military leadership program, certificate).

Nice to have

• Background in electric utility, energy trading, ISO/RTO, or grid operations (ERCOT, PJM, or other ISO/RTO experience is highly valued).
• Familiarity with NERC certification requirements or similar regulatory training frameworks.
• Experience establishing a new team, desk, or facility from its inception.
• Knowledge of incident management frameworks and tools.
• Bachelor's degree in business, engineering, or a related field.

Skills & tools

• High attention to detail
• Excellent presentation and communication skills
• Sound judgment in ambiguous or high-pressure situations
• Strong people management skills, including managing a shift-based workforce

Practical notes

Relocation assistance may be available. While the operations desk runs 24/7, this role primarily operates during core business hours, with flexibility needed to address off-hours escalations, staffing emergencies, or incidents. Some evening and weekend availability is expected, especially during the initial team ramp-up and training phase. Benefits include comprehensive health, dental, and vision coverage.