Manager, IT/Unified CommunicationsPosition Number:
PSA/NEA - Professional Staff AssocPay Grade Level:
15Pay Grade Range:
Salary commensurate with education and experienceStatus :
Calendar Year, Full-time, PermanentDepartment:
Info Tech ServicesContact(s):
Please note: Job applications must be submitted directly online only at: (https://jobs.uri.edu)Campus Location:
NoJob Description Summary:
Responsible for the daily operations, maintenance and planning for voice, data and video communication systems. Identify, develop and maintain a portfolio of value adding services for voice, data and video communications and research new communications technologies as needed. Responsible for billing and service change activities related to vendors and customers, both internal and external for all communications infrastructure systems. Responsible for customer service, answering questions, providing reports and tending to customer requests. Responsible for cost effective management of the evolution of communication services at URI and overseeing the ultimately deliver these services to the university community.Duties and Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Maintain accurate and complete unified communications service and billing records within University systems.
Process changes to assignments, monthly recurring costs, and usage of customer services. Knowledge of phone systems, billing software, and telecom industry standards. Knowledge and management of telecom call center operations including agents, call routing, and standards for call handling.
Produce monthly accurate telecom billing feeds for internal university telecom systems as well as present and future infrastructure services to the community. Validate and document external vendor bills related to telecom and infrastructure systems for department billing processes.
Develop, initiate, and monitor implementation plans for telecommunications products and services including business/marketing plans and support systems. Develop, initiate, and monitor implementation plans for telecommunications products and services including business/marketing plans and support systems.
Develop budgets, funding strategies and service rates for communications products and service, and oversee the associated billing process. Establish policies and procedures to ensure a responsive customer service-oriented operation, including service standards and methods to monitor performance.
Establish and maintain lines of communication with the University community to promote service offerings, collect customer feedback, disseminate product instructions, training schedules and materials, etc.
Develop a knowledgeable and customer service-oriented staff. Manage technicians and other technical support staff in the installation, maintenance and testing of equipment and services related to Telecommunications support.
Evaluate product/service life cycle for utility and cost effectiveness; recommend enhancements, modifications, or rate adjustments. Conduct market research regarding customer product/service needs and satisfaction. Coordinate communications support and services with other technology offices on campus and participate in University and state strategic technology planning activities and projects.
Maintain relationships with communications technology vendors, as well as an awareness of telecommunications laws, rules, regulations and industry trends as they relate to State & University purchasing policies, practices and contracts. Manage computer and related technology software systems, improve the department’s services, billing, scheduling, inventory and help desk processes.
OTHER DUTIES AND RESPONSIBILITIES:
Perform other duties as assigned.
LICENSES, TOOLS AND EQUIPMENT:
Personal computers, printers and word processing; financial and Microsoft office systems. This position requires 24-hour call back in cases of emergency and supervisory presence, when required, on all shifts.Required Qualifications:
2.Minimum of five years of IT support experience.
3.Demonstrated administrative experience in technical support services in higher education or comparable environment.
4.Demonstrated working knowledge of telecommunications practices and trends (data, voice and video).
5.Demonstrated ability to understand complex technical systems and issues.
6.Demonstrated customer service orientation.
7.Demonstrated strong interpersonal and verbal communication skills.
8.Demonstrated proficiency in written communication skills.
9.Demonstrated experience with voice communications systems.
10.Demonstrated experience with financial systems.
11.Demonstrated experience with Microsoft Office systems.
12.Demonstrated entrepreneurial skills.
13.Demonstrated ability to work independently.
14.Demonstrated ability to work with diverse groups/populations.Preferred Qualifications:
1.An advanced degree in business or a related technical discipline.
2.Demonstrated experience managing large-scale projects.
3.Demonstrated experience managing day-to-day technical service.
4.Demonstrated experience developing and implementing successful business and/or marketing plans with supporting rate models.
5.Demonstrated strong understanding of SIP based communication systems.
6.Demonstrated experience managing VoIP and/or enterprise class IP Video systems.
ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES.Environmental Conditions:
This position is not substantially exposed to adverse environmental conditions.Posting Date:
07/17/2021Special Instructions to Applicants:
Please attach the following 3 (PDF) documents to your online Employment Application:Quicklink for Posting:
(#1) Cover letter.
(#3) “Other Document-References” – the names and contact information of three professional references (pdf doc).