Telecommunications Manager

JOB PURPOSE:

• Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise.
• Capture and model/map business requirements, develop statements of work as needed, work with clients to understand directions, track priorities, delivery schedules and billing.
• Serve as project manager for large or special projects, as assigned. Serve as a team manager to track resource utilization and planning, project deliverables and prepare reports to track Service Level Agreements.

MINIMUM REQUIREMENTS: Education & Experience:
Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.
Knowledge, Skills and Abilities:

• Understanding of relevant technical knowledge and problem resolution.
• Strong understanding of Cisco Voice solutions.
• Strong customer relationship skills, consensus building skills.
• Ability to establish effective working relationships in a diverse environment.
• Ability to motivate and mentor staff.
• Demonstrated project management skills.
• Ability to multitask.

Certifications and Licenses:

• Cisco Voice Certification a plus

CORE DUTIES:

• Lead and manage the daily operations of a technical unit, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports.
• Be the technical lead for staff for telecommunications services.
• Identify, clarify and resolve technical issues within their own area; often serve as the initial managerial escalation point for problems from clients and other staff.
• Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics
• Contribute to the development of plans to resolve business issues. Provide strategic planning for their own work group; may assist higher level management in broader scope strategic planning.
• Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.
• Track service level agreements with clients.
• Monitor technology trends and evaluate emerging technologies to recommend for adoption and implementation.
• Contribute towards staff development plans to create a strong technical team; recognize and reward excellence; identify areas for growth and institute corrective action plans as necessary. Maintain a team-oriented working environment that promotes a high level of personal commitment and accountability and a continued client focus to deliver services with quality and efficiency.
• Participate in IT Infrastructure Escalation Response Team (ITIER) on-call rotation.