Supervisor, Telephony & Video
Working Title: Supervisor, Telephony & Video
Position Type: University Managerial and Professional Staff
Department: Information Technology Services
Posting Date: 01-11-2018
ITS Telephony and Video Services team is responsible for providing robust and reliable communications services in support of the administrative, research and educational endeavors of the University of Virginia. Each position within the group encompasses researching, testing and implementing technology to support and provision these services.
This Supervisor of Telephony and Video Services position functions as the team technical lead and architect within the group, providing functional and empirical analysis related to the planning, design, installation and implementation of the University's central Telephony and Video Services.
The Supervisor of Telephony and Video Services is expected to organize cross training within the team, delegate and assign tasks and responsibilities where and when necessary and appropriate, and assist team members in their professional development. The Supervisor of Telephony and Video Services will seek assistance from management when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems or risks arise. Good judgement is essential as the impact of errors can be substantial, potentially affecting the productivity of students, faculty and staff university-wide.
As a Systems Engineering position, the Supervisor of Telephony and Video Services is responsible for technical documentation, monitoring and managing service performance, resolving complex problems, as well as anticipating and mitigating potential failures and attacks to ensure the availability and security of all components of central telephony and video service infrastructure. Engineers work with end users, departments and vendors to resolve capacity, hardware/software and security issues. Engineers are also required to participate in an on-call rotation which provides 24X7 coverage. Good verbal and written communication skills are essential to provide excellent customer service.
Required Knowledge, Skills and Abilities:
Demonstrated ability to communicate high level complex technical instructions to a generalist audience both verbally and in writing.
Demonstrated high level technical expertise diagnosing and troubleshooting hardware and software failures.
Polished customer relationship skills and strong customer focus. Ability to tailor communication style to team, stakeholder and customer needs. Functional savvy to translate high level business requirements into robust and supportable technical solutions.
In-depth knowledge of, and experience with IP network delivered application services solutions and services.
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