UC Lead

TEKsystems•New York, NY

9d•$55 - $70•Onsite

About The Position

This role leads and actively supports a large telecommunications and unified communications operation across a multi-hospital healthcare system. The position oversees a team of technicians responsible for approximately 10,000 mobile devices and an enterprise UC network, ensuring reliable phone, mobile, and unified communications services for clinical and administrative staff. The role combines hands-on technical work in UC, mobile device management, and carrier billing with full ownership of telecom operations, vendor management, budgeting, and process improvement.

Requirements

5 to 8 years of experience in the telecommunications and unified communications domain supporting telecom or IT environments, with broad knowledge of telecom and IT products, services, and technologies.
Proven experience managing a telecommunications or UC operations team, including hands-on involvement in carrier, mobile device management (MDM), and UC activities.
Deep understanding of unified communications and telecommunications operations, including end-to-end support of phone systems, mobile devices, and UC platforms.
Experience working with support systems such as ServiceNow for incident, request, and ticket queue management.
Demonstrated experience working with telecommunications providers, wireless carriers, and cabling vendors in an enterprise setting.
5 to 8 years of proven experience in telecom management within a large enterprise environment, preferably supporting complex, multi-site operations.
Hands-on experience with Telecommunications Expense Management (TEM) and Wireless Expense Management (WEM), including carrier billing systems and telecom invoicing.
Solid understanding of circuit provisioning, configurations, pricing methods, and telecommunications contracts.
Experience supporting and managing PBX and UC systems, with broad knowledge of platforms such as NEC and Cisco VoIP.
5 to 8 years of experience working in large enterprise environments, demonstrating the ability to handle scale, complexity, and high volumes of users and devices.
Strong customer service skills and a proven track record of working effectively with internal stakeholders and managing vendors in the telecommunications and UC space.

Nice To Haves

Baccalaureate degree in Business Administration, Finance, Accounting, or a related field.
Five years of progressively responsible experience in administration, office management, methods analysis, systems analysis and documentation, forms design and control.
At least two years of experience in data processing and management information systems.
Experience with mobile device management (MDM) platforms and mobile device lifecycle processes, including inventory, recycling, and catalog management.
Familiarity with telecom budgeting, cost control, and financial analysis related to carrier billing and wireless expense management.
Experience using ServiceNow or similar IT service management tools for help desk and operations support.
Background in telephony and unified communications in a healthcare or similarly complex environment.
Strong project management capabilities, including the ability to lead both project and non-project initiatives within telecom and UC operations.
Experience working with service-level agreements and performance metrics for telecom and UC services.
Ability to build and maintain effective relationships with executive leadership, IT teams, and end users across multiple locations.

Responsibilities

Lead and manage a telecommunications and unified communications operations team of 15 or more technicians, providing day-to-day direction, coaching, and performance reviews.
Oversee support for all UC service requests and incidents through the ServiceNow ticketing system, ensuring timely resolution and adherence to service-level agreements for PBX, mobile, and UC devices.
Support a large end-user environment of approximately 10,000 mobile devices and an enterprise UC network, ensuring high availability and reliability of telephony and mobile services.
Work on-site at Harlem Hospital and travel as needed to other supported facilities, such as hospitals in the Bronx, Bellevue, Coney Island, Kings, and additional locations, demonstrating flexibility in coverage.
Participate in the evaluation, selection, and use of communications equipment and technologies, including UC platforms, mobile device management solutions, cabling, and related network components.
Handle procurement activities for telecommunications and UC equipment and services, including preparing orders, coordinating deliveries, and ensuring alignment with operational needs.
Coordinate and oversee telecom and network repairs and problem resolution with external vendors, ensuring issues are escalated and resolved efficiently and in line with contracts.
Perform both project-related and non-project tasks to support team goals and organizational objectives, including implementation of new UC solutions and process improvements.
Manage the mobile phone recycle and inventory program, ensuring accurate tracking of devices, proper decommissioning, and reuse or disposal according to policy.
Maintain and organize alphabetical, numerical, and subject-based filing systems for telecommunications documentation, contracts, invoices, and inventory records.
Add and update information related to new staff, devices, and system performance in relevant systems, keeping telecom and UC records current and accurate.
Maintain an up-to-date inventory of telecommunications devices and accessories, and prepare lists of supplies and equipment to be ordered to meet operational demand.
Maintain all emergency telecommunications documentation to support continuity of operations in critical situations.
Perform monthly invoice analysis, validation, and payment approval for wireless and telecom invoices, ensuring compliance with vendor contracts and internal policies.
Manage the ServiceNow ticket queues for PBX, mobile, and UC devices, prioritizing issues, assigning work to team members, and monitoring resolution status.
Conduct monthly audits of telecom and wireless usage and plans to identify opportunities for more cost-effective service options and catalog updates, and communicate findings and concerns to leadership.
Work effectively as a telecom support team member, building strong relationships with other IT teams, including network and desktop support, as well as executive leadership.
Actively support the end-user environment from top executives to front-line staff, ensuring high levels of customer service and responsiveness.
Handle budgeting responsibilities for the telecommunications and UC operations team, including forecasting, expense tracking, and cost optimization.
Manage vendor relationships and review processes, including carrier negotiations, contract evaluations, and performance monitoring for telecom and wireless providers.
Oversee all phone services and mobile devices across the hospital system, ensuring consistent standards, configurations, and service quality.
Ensure compliance with telecommunications expense management (TEM) and wireless expense management (WEM) practices, including carrier billing systems, invoicing, circuit provisioning, configurations, pricing methods, and contracts.
Support and maintain PBX and UC systems, including platforms such as NEC and Cisco VoIP, in a large enterprise healthcare environment.