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Manager, IT/Unified Communications

University of Rhode Island
Kingston, RI
Closing date
Jul 17, 2021

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Institutional & Business Affairs, Communications & Marketing, Technology, IT Support & Training
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Job Details

Posting Number:


Job Title:

Manager, IT/Unified Communications

Position Number:






Position Type:

Professional Staff


PSA/NEA - Professional Staff Assoc

Pay Grade Level:


Pay Grade Range:

Salary commensurate with education and experience

Status :

Calendar Year, Full-time, Permanent


Info Tech Services


Please note: Job applications must be submitted directly online only at: (

Campus Location:


Grant Funded:


Job 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:


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.


Perform other duties as assigned.


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:


1.Bachelor’s degree.

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.


Environmental Conditions:

This position is not substantially exposed to adverse environmental conditions.

Posting Date:


Closing Date:


Special Instructions to Applicants:

Please attach the following 3 (PDF) documents to your online Employment Application:
(#1) Cover letter.
(#2) Resume.
(#3) “Other Document-References” – the names and contact information of three professional references (pdf doc).

Quicklink for Posting:


The University of Rhode IslandURI Picture 1

Founded in 1892, this land and sea grant university is the flagship public research institution in Rhode Island, enrolling more than 14,500 undergraduate students and 2,000 graduate students.

Thinking big
URI is home to some of today’s leading innovators, discoverers, and creative problem solvers and is known regionally and worldwide for its big ideas and pioneering research in such areas as environmental studies, neuroscience, biotechnology and life sciences, engineering, marine sciences, forensic sciences, pharmaceuticals, behavioral sciences, and public health promotion. A strong core of traditional academic disciplines provides the foundation for all specialized, professional, and applied areas of study. The University receives about $60 million annually in federal funding for research across 87 undergraduate and 70 graduate degree programs.

Motivated students, engaged faculty

Nearly 23,000 students applied for fewer than 3,300 openings in the 2017 freshman class, which boasts an average grade point average of 3.54. The 17 to 1 student/faculty ratio allows for personal attention and rewarding teaching experiences. Approximately 87 percent of faculty hold terminal degrees. In 2018 URI produced two Fulbright Scholars, five Boren Scholars, a Truman Scholar, and was named a one of the country’s top Gilman scholar-producing schools. URI’s commitment to diversity is demonstrated through its student body, with 43 states and 65 nations represented and 20 percent of students identifying as persons of color, a 65 percent increase since 2008.

Four campuses, one community

URI’s main campus is located on 1,248 acres in rural Kingston, where the campus core — including a quadrangle surrounded by handsome granite buildings — is listed on the National Register of Historic Places. Six miles from Rhode Island’s beaches, this campus is conveniently situated along the Boston to New York corridor. The University’s renowned Graduate School of Oceanography is located at the 165-acre Narragansett Bay Campus. The Alan Shawn Feinstein College of Education and Professional Studies brings higher education to downtown Providence. Nearby, the 133,000-square-foot Rhode Island Nursing Education Center URI Picture 2includes unparalleled simulation labs. The W. Alton Jones Campus — 2,300 acres of forests, lakes, and farmland in West Greenwich — provides a secluded setting for academic research, environmental education, business meetings and special events.


Investing in the future
Since 2007, the University has invested $607 million in campus capital projects, including: a $150 million engineering complex, due to open in 2019; Brookside, another new apartment-style residence hall, 2019; a Welcome Center, 2018; the Rhode Island Nursing Education Center, 2017; Beaupre Center for Chemical and Forensic Sciences, 2016; and Avedisian Hall, home to the College of Pharmacy, 2012.


Expertise on demand

The University is home to several centers of expertise that tackle some of society’s most vexing challenges. The George & Anne Ryan Institute for Neuroscience brings multi-disciplinary research to bear on devastating brain diseases, such as ALS and Alzheimer’s. The Digital Forensics and Cyber Security Center supports state, national, and international public welfare through education, research, training, and service. The Business Engagement Center is the “front door” through which industry taps into research and training opportunities and assistance with intellectual property or technology issues. The R.I. Food Center brings URI’s agricultural roots to the 21st century as a resource for farmers, consumers, retailers, and others across the food industry

Find Us
80 Lower College Road
North Kingston
Rhode Island
United States
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