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IT Network Administrator III - UC Collaboration Supervisor

East Carolina University

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Job Details

Job Title:

IT Network Administrator III - UC Collaboration Supervisor

Position Number :


Vacancy Open to :

All Candidates

Department :

AFH IT Network Services

Department Homepage :

Advertising Department :


Division :

Administration & Finance

Classification Title :

IT Network Administrator III

Working Title :

IT Network Administrator III - UC Collaboration Supervisor

Number of Vacancies :


Full Time Equivalent (FTE) :


Full Time or Part Time :

Full Time

Recruitment Range:

$85,000 - $90,000

Position Location (City) :


Position Type:


Job Category :

Non-Faculty Information Technology

Organizational Unit Overview:

Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

Unified Communications is comprised of two distinct teams Collaboration and Voice Services. These two distinctly structured teams, under the direction of their IT Manager, provide support for mission critical collaboration applications and enterprise voice communications as well as provide consulting and troubleshooting support for university faculty and staff. The functions provided by the Unified Communications team include but are not limited to: providing support for enterprise-level, mission-critical services and technologies such as cloud apps, call center solutions, and voice conferencing and mail relay and controls.

Job Duties :

The main responsibilities of this position include supervision of the collaboration team by providing direction on the day-to-day planning and organizing of team members’ work and evaluations. This person is responsible for the design, deployment, maintenance, and automation of the enterprise collaboration service solutions, including maintaining high availability of the enterprise level Email and security products which provides mail hygiene, mail relay, web conferencing, meetings, and mail discovery for litigation.

This position will provide expert level support in assisting team members as well as other support teams and university users with resolving complex messaging and application data transport problems related to mail and conferencing services. This position will be responsible for attending provisioning meetings to gather customer requirements, installing configurations into test and production environments, and obtaining final customer acceptance. This position will utilize their advanced technical knowledge to assist others in the resolution of service incidents and service requests and will focus on change, release, configuration, problem, and incident management processes as they relate to collaboration services. The employee must demonstrate the ability to quickly assess faults and take corrective action in a mission critical environment. The position also requires the ability to fully integrate multiple technologies into an enterprise class messaging services environment with the proven ability to work under pressure. Disaster Recovery planning, testing, implementation, and documentation; and other administrative functions as required.

This position is responsible for forming and maintaining strategic technology contacts and partnerships with university departments, key technology suppliers, vendors, and contractors. This position is responsible for the planning, cost containment, configuration, optimization, maintenance, security, and implementation of current and emerging technologies. Consults with senior level decision-makers, on an on-going basis, to develop long-range strategic alternatives.

Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

Duties require On-Call responsibilities.

Application Support:
Functions in a high-level technical capacity which includes developing, implementing, supporting, and providing technical consultation on collaboration services related issues and mentors’ other personnel serving as subject matter expert for collaboration services solutions.
This position may perform day-to-day support of the various enterprise-level collab services, and reporting systems services that affect or influence the enterprise infrastructure. Duties include: Design, installation and support for levels/releases of vendor supplied software and supported products; minimizing application unavailability to the end-user while maximizing available resources; providing information and technical documentation to staff regarding the use and procedures of the application; troubleshooting problems pertaining to production and test systems; identifying conditions that impede system performance; developing security guidelines; setting access permissions; using all available resources to protect environment from potential security threats. Performs system/application reviews to forecast trends in resource usage and leading the development and implementation of solutions to increase system performance and effectiveness.
Monitor and maintain current University wide Email and collaboration solutions. The individual in this position must ensure the security of the Messaging technologies for the University. This includes reviewing suspicious degradations of mail services, over usage of email and collaboration concerns, responding to threats or other viable information presented, and researching internal and external suspicious activity as it relates to collaboration applications. This position must generate reports of security violations and take the proper steps to rectify the security breach and assist with developing policy and procedures as needed. Items will be escalated to IT Security for notification and future reference.

Disaster Recovery/Business Continuity (DR/BC):
Lead the DR/BC planning, implementation, documentation and testing of all collaboration services systems. Develops goals and actions in the implementation of DR/BC processes. Reviews the DR/BC processes with their Manager on a quarterly basis. Oversees the required disaster recovery testing on an annual basis to ensure testing is performed effectively and appropriate documentation is submitted on a timely basis.

New Technology Exploration:
Research, evaluate and implement new technologies. Identifies and develops enterprise guidelines for implementation of new cloud-based products and services. Communicates with others, including but not limited to vendors and other support personnel, in developing solutions that that will offer efficiencies and enhancements for an evolving enterprise Unified Communications.

Supervision Planning and Organizing:
Provides supervision and leadership in planning and meeting both short and long-term goals for the Collaboration team. Recruits, selects, develops, counsels, and evaluates employee performance, taking corrective action when needed, and ensuring adherence to state, ECU, and ITCS policies. Works with employees to develop, implement, and complete both interim and annual employee evaluations. Develops and implements career development plans for team members which includes developing. Observes and assesses work performed by providing feedback and direction for planning and organization of the work of the Collaboration team members and vendor resources. Oversees time management of employees and scheduling of On-Call responsibilities, providing coverage to the University. Maintains and updates a support matrix for managing and forecasting appropriate staffing levels. Ensures compliance with ECU policies and procedures.

System Monitoring, Management, Troubleshooting and Support:
Planning, installation, configuration, and maintenance of enterprise messaging and collaboration servers\services and assistance with various client/server applications. Messaging and Collaboration administration responsibilities will be performed on a daily basis. Assistance with departmental requirements as needed. Monitor and tune major components of the production systems and applications. Provide critical interface support for various applications with the external resources for operational and efficiencies of system performance. Use management tools to identify, investigate, and benchmark trends, as well anomalies that may impact the campus network.

Analyzes application, user behavior and problems on an enterprise-systems. Resolves issues with limited precedent and /or with no established remedy process by developing and/or identifying custom solution for exceptional problems. Performs application management including managing security issues such as patches. Serves as a subject matter expert, conveying an understanding of the underlying issues related to messaging\collaboration and application problems to mentor other support personnel take action to prevent future occurrences. Diagnose and resolve highly complex problems involving a variety of resources that impact supported applications. Demonstrate the ability to resolve non-routine problems. Provide management with reports of system resource utilization. Develops systems for monitoring of supported resources to forecast trends in utilization and growth to ensure that adequate resources are purchased and in place in a proactive manner. Preparing operational documentation for distribution/use within ITCS, as well as individual end-users and departments. Troubleshoot server hardware and software problems pertaining to production operating systems or client/server applications loaded on the system.

Project Management:
Project management is a major responsibility for this position. This person regularly meets with their Manager to confirm progress on projects that impact ITCS and University objectives including but not limited to existing and new resources for Collaboration Services. This position develops and manages highly complex project plans that require directing the work of the team and vendor assets with some authority on actions and decisions. Also, provides project status reports to senior level management throughout the year. This position is responsible for consulting with clients and other technicians providing quotes and recommending for various infrastructure equipment, and installation services for critical university projects and operating problems. Demonstrate ability to manage projects that have high complexity and large in scope, often involving multifaceted changes to the environment or design and implementing new technologies. Projects may require detailed planning with other teams throughout the organization or supporting vendors for technical support and recommendations. Demonstrate the ability for maintaining accurate project documentation, project priorities, providing status updates and ensuring projects are completed according to schedule. Develop goals and objectives and proactively research and identify methods to attain them. Function as a project team leader for projects of medium to high complexity, and at times perform as a project team member for other complex projects of different functional teams. Assist management with developing project budgets. Utilization of project management software and methodologies is required to manage projects.

Other Duties:
Other Duties as directed.

Minimum Education/Experience :

Master’s degree and 2-4 years’ experience; or a bachelor’s degree and 3-5 years’ experience; and at least 1 year of supervisory experience: or an equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions.

License or Certification Required by Statute or Regulation :


Preferred Experience, Skills, Training/Education :

A technology-related degree with an emphasis on in Computer Information Technology, Computer Engineering is preferred. The desired candidate should possess a strong foundation and have considerable knowledge of the experience in operations analysis and design, systems programming or closely related area. In addition, possess knowledge and experience with SASS hosted applications, Office 365 cloud services (teams, bookings, OneDrive, SharePoint, advanced eDiscovery, Exchange online protection, exchange online, Data loss protection, forms, and associated Microsoft licensing), collaboration technologies, WebEx interoperability, Microsoft teams interoperability, SMTP relay, WebEx cloud admin, clustering/HA application services, Firewall rules for application requirements, Microsoft Single sign on, application management and troubleshooting. MCSE and/or CCNA certifications completed or renewed within the last 5 years. Supervisor experience with recruitment, counseling, performance evaluations, and developing career development plans for a staff of highly technical employees. Demonstrated ability to successfully manage short and long-term projects with high complexity that includes coordination with internal and external resources. Individual should possess excellent oral and written communication skills; and the ability to work as an independent, productive, responsible, self-motivated member of a team in high-pressure situations.

Special Instructions to Applicant :

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

Additional Instructions to Applicant:

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

Job Open Date :


Open Until Filled:


Initial Screening Begins :


Quick Link for Direct Access to Posting :


East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the Department of Human Resources at (252) 737-1018 (Voice/TTY) or [email protected].

Eligibility for Employment :

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Office of Human Resources Contact Information :

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to [email protected] Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.


ECU offers a challenging academic environment and an energetic campus life. We are committed to excellence through a talented and diverse faculty and staff. One of the perks of working at ECU is that you can take up to 9 credit hours of classes per year at no cost to you. There is also a textbook loan program in place available to permanent ECU staff and faculty, or their eligible dependent children or spouse. ECU also offers excellent benefits, including health care and retirement plans, and generous leave time.

Scholarship. Discovery. Service. Leadership.

Here, those values are more than just buzzwords. They indicate the wealth of opportunity that ECU students experience while engaging in the rigorous pursuit of knowledge. They define the many ways in which students innovate and forge new paths. They encompass the life lessons our students learn while serving others and improving communities. They emphasize the encouragement our students receive to stand up and lead the way into a brighter tomorrow.

To be a national model for student success, public service and regional transformation, East Carolina University:

  • Uses innovative learning strategies and delivery methods to maximize access;
  • Prepares students with the knowledge, skills and values to succeed in a global, multicultural society;
  • Develops tomorrow's leaders to serve and inspire positive change;
  • Discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond;
  • Transforms health care, promotes wellness, and reduces health disparities; and
  • Improves quality of life through cultural enrichment, academics, the arts, and athletics.

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