Telecommunications Services Manager

3 days ago

Norfolk, Virginia, United States Virginia Jobs Full time
Job Description:

The Manager of Telecommunications Services will work collaboratively with technology managers and college faculty/staff to direct the operational, technical, and personnel activities of the Telecommunications Services sections. The incumbent will assist in the strategic planning for Network and Communications Services (NetCom) projects involving telecommunications and support services.

The Manager will oversee the maintenance and operation of the college's 2000+ station Cisco VoIP system, which is distributed across 4 college campuses and 3 instructional centers. The incumbent will manage Telecommunications Engineers, Analyst, WAN Administrators, and Support staff to design and test VoIP enhancements and WAN services prior to deployment.

The Manager will provide technical assistance in network planning, engineering, and deployment as the system is expanded. The incumbent will develop, implement, and enforce written procedures for network operations, monitoring, and security. The Manager will keep the supervisor informed of issues impacting the confidentiality, availability, and integrity of the college's telecommunications infrastructure.

The Manager will act as liaison between the college and external agencies concerning telecommunications communications. The incumbent will provide engineering and consulting support with Cisco Call Manager and Unity software.

The Manager will supervise the daily operation of the Support Coordination Desk, which is responsible for call accounting, problem tracking/management, and first-level telephone support.

Key Responsibilities:

  • Direct the operational, technical, and personnel activities of the Telecommunications Services sections.
  • Assist in the strategic planning for Network and Communications Services (NetCom) projects involving telecommunications and support services.
  • Oversee the maintenance and operation of the college's 2000+ station Cisco VoIP system.
  • Manage Telecommunications Engineers, Analyst, WAN Administrators, and Support staff to design and test VoIP enhancements and WAN services prior to deployment.
  • Provide technical assistance in network planning, engineering, and deployment as the system is expanded.
  • Develop, implement, and enforce written procedures for network operations, monitoring, and security.
  • Act as liaison between the college and external agencies concerning telecommunications communications.
  • Provide engineering and consulting support with Cisco Call Manager and Unity software.
  • Supervise the daily operation of the Support Coordination Desk.

Requirements:

  • Demonstrated ability to determine, evaluate, and diagnose complex VoIP call routing problems and system performance issues, and to implement timely solutions.
  • Working knowledge of WAN/LAN industry standards, protocols, and hardware including gateways, routers, and Ethernet switches.
  • Demonstrated ability to provide technical leadership and train support staff in the installation, configuration, troubleshooting, and repair of telecommunications and VoIP telephone devices in a multi-protocol, enterprise, WAN/LAN environment.
  • Ability to conduct technical research, analyze complex networking problems, and develop optimum solutions for voice and data services in a TCP/IP environment.
  • Strong verbal and written communication skills sufficient to interact with a variety of end users and technical staff.
  • Ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment and to participate as a member of a cross-departmental project team.
  • Ability to work under pressure; meet inflexible deadlines; deal with difficult situations while maintaining composure.
  • Demonstrated ability to implement and maintain call accounting, billing, and support tracking/management systems in a large, multi-campus Cisco VoIP implementation.
  • Ability to prepare project implementation plans, progress reports, policies/procedures, and other documentation as needed by supervisor and/or staff members.
  • Working knowledge of network protocol analyzers such as Wildpackets, Sniffer, or similar troubleshooting tools.
  • Knowledge of project budget management, project execution and control, resound planning, and technology deployment as well as independent decision-making and problem solving.
  • Strong leadership skills with demonstrated ability to mentor project members by promoting good working relationships and managing to project priorities and objectives.
  • Knowledge of business and process analysis techniques; strong analytical and problem-solving skills.
  • Competency with MS Project, MS Teams, and MS Office.
  • Knowledge of MS Teams Phone.
  • Knowledge of superior customer service standards and practices.
  • Availability to work after hours and/or weekends and on-call, as specified by supervisor.
  • Experience in the development, operation, and maintenance of voice and data services in a multi-protocol, WAN/LAN environment.
  • Experience installing and troubleshooting Ethernet network routers, switches, hubs, and cabling.
  • Extensive experience designing, implementing, and supporting Cisco's Call Manager and Unity VoIP systems in a complex, multi-protocol WAN.
  • Experience supervising and coordinating the activities of others.

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