Manager, Telecommunications Services

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Job ID: 56048
Area of Interest: Professionals
Location: Columbia, MD US
Hours of Work: M-F,8a-4p
Job Facility: University of Maryland Medical System
Employment Type: Full Time
Shift: DAY
What You Will Do:

General Summary

Under general supervision, plan, organize, coordinate and direct the functions of Telecommunications. Ensures that adequate and appropriate planning is provided for remote hardware and communications facilities to develop and implement methodologies for analysis, installation, and support of voice communications systems. Ensures the efficient and trouble free operation of all telecommunications equipment and technologies.

**Ideal candidates should have experience in a large enterprise organization and expertise in Cisco Unified Communications, including video. 

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

  • Manages the training and efforts of staff responsible for System and Telecommunications planning and analysis activities including billing/chargeback responsibilities.
  • Monitors production jobs and performance of hardware and software systems and identifies problems; develops solutions and coordinates schedule for their implementation to ensure adherence to time estimates and budgets. Interfaces with internal and external customers and vendors to determine system needs.
  • Develops, establishes and implements departmental goals and objectives for computer operations in collaboration with senior information services and technology management staff in accordance with departmental goals and objectives.
  • Provides coordination in the analysis, acquisition, and installation of remote hardware and software.
  • Provides and maintains computer systems documentation and logs to ensure effective operations.
  • Provides and evaluates computer room physical planning, environmental planning and supplies utilization procedures.
  • Provides technical support and assistance for planning, development and implementation of the operational activities within the Information Services and Technology department.
  • Evaluates multi-vendor hardware, software and relevant technology on a regular basis to ensure compatibility with all existing hardware and software. Develops relationships with outside vendors to facilitate problem solving and to keep abreast of changes in technology.
  • Conducts formal presentations of findings, recommendations, design specifications and related information to user management and administrators for selection of new systems/products.
  • Determine staffing requirements and supervise and mentors the work of all direct reports to ensure effective and efficient departmental functions. Directs and manages the Telecommunications group’s daily activities, including setting priorities, coordination and reporting of group activities.
  • Hire, orient, train, conduct performance evaluations, handle disciplinary issues, and provide an open and goal oriented work environment with establish clear and concise work procedures and productivity standards.
  • Develops staff by providing opportunities and training programs to enhance individual employee’s career development.
  • Ensures staff competency of technologies, policies and practices across the division.
  • Develops, maintains, implements and enforces departmental goals, objectives, policies and procedures for UMMS in collaboration with IT Leadership. 
  • Ensures compliance with regulatory and audit agency requirements, in coordination with              departmental management.
  • Develops performance improvement initiatives to improve customer service, operating costs, departmental functions and productivity.
  • Develops and executes effective control process and compliance monitoring procedures to ensure risks are measured, monitored, controlled, and mitigated.
  • Assess, manages and monitor employee satisfaction results and action plans. Assist Senior Management in the execution of improvement action plans.
  • Attends and participates in in-service, educational and professional development programs demonstrated via outside education pursuits, participation in professional associations, and other related activities. Reviews appropriate technical literature to keep abreast of changes.  

What You Need to Be Successful:

Education and Experience

  • Bachelor’s degree in Mathematics, Statistics, Accounting, Computer Science, Business Administration or a related discipline, or equivalent is required.
  • Eight (8) years progressively responsible professional experience in Telecommunications support, or equivalent, is required. Three (3) years supervisory experience is required. 
Knowledge, Skills and Abilities
  • Demonstrated knowledge of telecommunication hardware, software, PBX and VOIP technologies is required. Knowledge of problem analysis related to hardware/software configurations.
  • General Knowledge and understanding of Wired and Wireless LAN, Local Are networks and Wide Area Networks.
  • Demonstrated leadership ability, and demonstrated ability to supervise, evaluate, train, discipline and motivate subordinate staff successfully is required.
  • Highly effective oral and written communication skills are required to train and supervise employees, consult with staff, and make formal presentations of project findings and recommendations.
  • Excellent customer service skills and the ability to work with all levels within the organization
  • Excellent organization skills: demonstrates confidence and creativity. 
  • Demonstrated leadership ability, and demonstrated effectiveness in supervising, evaluating, training, discipline and motivating management and technical staff successfully is required.
  • High level of proficiency and demonstrated effectiveness in problem solving and implementing new programs related to increased departmental and organizational operating efficiency.
  • Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies. Supervise, teach and monitor compliance.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 
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