Manager of Complex Services and Senior Voice Engineers
- Employer
- University of North Carolina at Chapel Hill
- Location
- Chapel Hill, NC
View more categoriesView less categories
- Administrative Jobs
- Technology, Multimedia & Audiovisual
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
ITS - Customer Experience-607000
Career Area :Information Technology
Posting Open Date:11/05/2024
Application Deadline:11/19/2024
Open Until Filled:No
Position Type:Permanent Staff (EHRA NF)
Working Title:Manager of Complex Services and Senior Voice Engineers
Appointment Type:EHRA Non-Faculty
Position Number:00034020
Vacancy ID:NF0008646
Full Time/Part Time:Full-Time Permanent
FTE:1
Hours per week:40
Position Location:North Carolina, US
Hiring Range:90,000 - 126,500
Proposed Start Date:12/09/2024
Be a Tar Heel!:A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation’s top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.
Primary Purpose of Organizational Unit:ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
Position Summary:This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.
ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
The Telecommunications team within CE&E provides capable and knowledgeable support for the University’s phone systems and the service provider network that supports UNC calling applications. Currently, UNC Telecommunications provides phone services from a third-party, hosted, Voice over IP (VoIP) cloud environment that interfaces with a separate third-party, managed, IP network, allowing domestic, international, and inbound toll-free calling. A second analog phone system is also supported for emergency or life safety applications. The Telecommunications team possesses and provides administrator control and management of services and features of diverse service providers and carrier-grade phone systems. This team is customer-focused and centered at its core; however, service providers are key to the success of the services we deliver and are often close collaborators and partners.
The Manager of Complex Services and Senior Voice Engineers will assist and support the Telecommunications Manager in maintaining current telecommunications technologies while planning and anticipating future changes and developments.
The Manager will lead a team of three highly skilled, technical, and knowledgeable staff (Network Specialist – Advanced and two Voice Engineers) to identify, learn, implement, support, and maintain current and future telecommunications technologies that are customer-focused at its core. This new position will balance the work and workflow of a new team and organizational structure in Telecommunications while also encouraging professional and technical growth, promoting customer and staff engagement, and fostering information sharing within the Telecommunications team as a whole. This position will use conflict management and resolution, motivation and organization to effectively manage the team. Must be able to explain technical issues to others at various skill levels. Must be able to effectively manage the team by ensuring appropriate staffing levels and equitably assigning work, projects, and duties. Ability to clearly communicate job expectations, provide training/coaching to employees, encourage professional and technical growth, and promote customer and staff engagement.
This position will oversee a team that responds to routine emails, service requests, and incidents submitted by customers for phone system services, application support, consultation, and troubleshooting. In addition, this manager provides leadership for a team of system administrators supporting two virtual servers that provide virtual fax and TFTP (hosting configuration files for analog terminal adaptors). The staff is responsible for maintaining firmware and other technical requirements for VoIP devices that connect to the UNC network. The staff is also responsible for consultation, configuration, and setup of IP call center applications included with the current VoIP phone system and will soon be responsible for new third-party call center applications, configuration, and setup. Additionally, the staff is responsible for supporting current and new software (e.g., softphone, API integration or potential, SSO with new applications, etc.).
In addition to managing a staff of three, this position will also respond to service requests and incidents submitted by the customer support tool.
Master’s and 1-2 years’ experience; or Bachelors and 2-4 years’ experience; or will accept a combination of related education and experience in substitution.
Required Qualifications, Competencies, and Experience:- Experience leading technical teams and projects with a focus on maintaining current and future developments in telecommunications.
- Strong interpersonal skills and ability to effectively communicate with technical staff and non-technical partners.
- Demonstrated ability to set priorities effectively and resolve competing demands.
- 1-2 years of Supervisory and/or leadership experience.
- This position requires attention to detail and organization, excellent customer service skills, and an ability to adapt easily, follow through, complete tasks and resolve issues.
- Experience with vendor engagement and management.
- Experience with Clearspan Cloud solutions.
- Experience supporting the setup and maintenance of Clearspan (Mitel) VoIP phone devices and Mediatrix Analog Terminal Adaptors.
- Experience supporting Higher Education Telecommunications/Voice Services.
- Experience in project and service management principles and practices.
- Experience in large, complex projects involving number porting and service provider collaboration.
- Extensive experience with technology planning and solution development.
Be able to work in high stress conditions, often requiring overtime, either due to an unplanned outage or due to a planned, but complex project requiring significant change.
Campus Security Authority Responsibilities:Not Applicable.
Organization
The nation’s first public university is at the heart of what’s next, preparing a diverse student body to become creators, explorers, innovators and leaders in North Carolina and throughout the world. Carolina’s nationally recognized, innovative teaching, campus-wide spirit of inquiry and dedication to public service continue the legacy that began in 1795 when the University first opened its doors to students.
Here, in one of America's most beautiful college settings, we offer exceptional careers in richly diverse fields. Come explore what UNC-Chapel Hill has to offer you.
Undergraduate Enrollment: 19,117
Graduate/Professional Enrollment: 10,894
Total Student Enrollment: 30,011
Founded: 1789, as the first state university in the United States
Type of Institution: Public, four-year
Undergraduate Admission: 15,961
Graduate/Professional Enrollment: 10,039
Total Student Enrollment: 26,000
Faculty: 3,000
Percentage of faculty who hold Ph.D.s or the highest degrees in their field: 94 percent
Faculty/student ratio: 1/14
Location: UNC is located in the heart of Chapel Hill, the best college town in America! It's a friendly town of about 40,000 in the geographical center of North Carolina. Chapel Hill is at the western point of the Research Triangle, an area of about one million people, comprised of Chapel Hill, the cities of Durham and Raleigh, and the Research Triangle Park, home of many corporate offices and scientific research centers. Carolina is about 30 miles from the state capital, Raleigh, and 20 minutes from Raleigh-Durham International Airport.
Chapel Hill's main street, Franklin Street, borders the campus and offers shops, coffee houses, cafés, movie theaters and houses of worship. The town has a historic district, museum, library, parks, malls, and many recreational facilities.
Origins of Carolina's students: 82 percent of UNC's freshmen are from North Carolina and 18 percent are from out-of-state. Our students come from 42 different states and our international students represent 37 countries.
Size of freshman class: Approximately 3,400
Class size: Barely five percent of undergraduate classes contain more than 100 students; two-thirds of undergraduate classes have fewer than 30 students. Forty-one percent have fewer than 20 students, including First Year Seminars, in which first-year students work closely with professors.
Sports and athletic programs: UNC is an NCAA Division I school with 28 varsity teams. Carolina is the proud home of the Dean Smith Center, Kenan Stadium, Carmichael Auditorium, Koury Natatorium, and many other fine athletic facilities. Students join more than 60 intramural and club sports, which include baseball, bowling, crew, golf, lacrosse, rock climbing, rugby, tae kwon do, and ultimate frisbee. The Student Recreation Center offers weight training, aerobics, stair machines, and all the equipment you would expect to find at a great health club! Carolina offers a newly renovated outdoor pool and indoor pools, a golf course, tennis courts, and the longest zipline in America!
Number of residence halls: Incoming undergraduates will live in one of Carolina's 29 residence halls, which are wired for Internet access and cable television. housing.unc.edu
Scholarships and financial aid: About 40 percent of UNC-Chapel Hill students receive scholarships and/or some form of financial aid. studentaid.unc.edu
Special research institutes: Institute for Research in Social Science, Institute of Outdoor Drama, Morehead Planetarium, Kenan Institute of Private Enterprise, Institute of Government, Institute of African American Research.
Career services: On-campus counseling, job fairs, résumé writing service, internships, placement services. www.unc.edu/depts/career
Technological facilities: Students find multiple uses for Carolina's state-of-the-art technological resources. They can access Carolina's computer services through Academic Technology and Networks, which manages academic computing, e-mail, microcomputing labs, interactive media presentation, video and classroom support, and a help desk. The MetaLab oversees the development of SunSITE, one of the world's busiest digital library and electronic publishing projects.
Students may open e-mail accounts, and many use campus computer resources to construct personal Web pages. Students in residence halls have hardwired network connections to the Internet and cable television in their rooms. At the ATN Training center, students may take classes on software packages and utilities. Computer labs are available for student use all over campus.
Carolina Computing Initiative: Beginning with the freshman class of 2000, undergraduates must purchase laptop computers. The University has arranged for IBM to offer computers at excellent prices. Students, faculty, and staff will enjoy cost savings, higher quality compatible equipment, and better technical support through CCI. www.unc.edu/cci
The Study Abroad program allows students to live and learn in Europe, the Middle East, Asia and the Pacific Rim, Africa, and the Americas. www.unc.edu/depts/abroad
The Honors Program offers special seminars, research programs, and the chance to design your own independent studies. www.unc.edu/depts/honors
Carolina students spend time in public service through student organizations, the Campus Y, the Carolina Center for Public Service, and courses that incorporate community service.
UNC's chapter of Phi Beta Kappa, a national collegiate honor society, is the oldest in North Carolina, dating from 1904. There are many other honorary societies at Carolina.
UNC offers ROTC programs in all branches of national military service.
Through the First Year Seminars program, first year students will understand what it means to study at a premier research university. They will learn from faculty members and share in their research in seminars of no more than 20 students.
Life outside the classroom: More than 370 clubs, teams, and student organizations offer something for everyone! You can choose from among musical and dramatic performing groups, publications, ethnic and religious clubs, the Campus Y and other service organizations, fraternities and sororities, and pre- professional organizations. Whatever your interests, you will find others at Carolina who share them! www.unc.edu/depts/union/student/listintr.htm
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