Mgr IS Telecommunications

St. Elizabeth Healthcare•Crestview Hills, KY

About The Position

The Telecommunications Manager is responsible for overseeing the planning, implementation, and maintenance of the organization's telecommunications systems for all voice services. This role ensures a reliable and secure voice communication infrastructure that supports business operations, enhances productivity, and aligns with strategic goals. The manager leads a team of technical professionals, manages vendor relationships, and ensures compliance with industry standards and regulatory requirements. Promotes use of the JTE framework and standard work processes with validation to sustain reliable outcomes. Demonstrates respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Requirements

Bachelor’s degree.
The bachelor’s degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.
Specialized Knowledge: Knowledge of VoIP and Unified Communications.
Understanding of communication circuits including SIP and PRI.
Understanding of dynamic call routing.
Vendor and Project Management Skills.
Must possess the ability to align strategic company goals to proper implementation of telecom systems.
Kind and Length of Experience: Three years of experience managing telecommunications systems.
FLSA Status: Exempt

Responsibilities

Manages staff and subcontractors to ensure IT value is provided to the organization.
Lead and mentor telecommunication technicians and engineers.
Coordinate with contracting vendor when applicable for staff augmentation.
Recruit, hire, and retain top talent, developing staff through coaching, mentoring, and corrective action.
Promote teamwork and collaboration across groups to support service delivery and strategic goals.
Provide consistent performance feedback, complete evaluations, and model ICARE values.
Foster communication through regular meetings and ensure compliance with policies, procedures, and regulations.
Make fiduciary decisions to steward resources for operations and strategic objectives.
Performs tactical day-to-day management such as project scheduling, work plan tracking, and risk and issue management.
Implement and monitor CUCM platform.
Monitor and respond to issues and anomalies related to the telecommunications infrastructure.
Coordinate planned downtime activities and changes related to telecommunication infrastructure.
Define, monitor, measure, report, and review IT service levels, ensuring measurable targets.
Monitor and communicate performance and quality against defined service levels.
Develop and report KPIs seeking to continually improve service.
Plan and assist in system upgrades.
Identify and implement opportunities for AI-driven automation in call routing, patient engagement, and internal communications.
Work as the business liaison between Contact Center application vendor and the overall business to fulfill: Maintenance needs moves/adds/changes projects communication with the business.
Identify and implement opportunities for AI-driven automation in call routing, patient engagement, and internal communications.
Develop, promote and maintain professional relationships to ensure an environment conducive to customer service and high-quality patient care.
Participate in various governance committees.
Collaborate with clinical and operational leaders to introduce smart communication tools that enhance care delivery.
Makes recommendations in areas related to resource sharing, contractual agreements, and functions as IT liaison across business lines.
Prioritize and respond promptly to customer needs based on severity, ensuring timely resolution of incidents, requests, and projects within Service Level Agreements (SLAs) or milestones.
Maintain engagement with involved teams until task completion, demonstrating critical thinking to resolve customer concerns effectively.
Deliver a positive customer experience through kind, helpful interactions, as evidenced by survey responses and feedback.
Develop and manage departmental budgets, research and prepare proposals.
Monitor expenditures to meet budget targets.
Encourage the resourceful use of approved funds to execute projects.
Identify annual and long-term resources needed.
Mentor staff to achieve project milestones and provide training on project methodology and time tracking.
Serve as the enterprise subject matter expert (SME) to identify, sequence, and schedule project tasks, ensuring timely completion of deliverables for managed projects.
Execute assigned project tasks and fulfill resource requests as needed.
Monitor and maintain active account listing for various telecommunication carriers.
Approve/Deny additions/changes to accounts as requested by the business.
Determine if active accounts are still required.
Develop and coordinate vendor activities with Cellular carriers.
Oversee and develop relationships with cellular carriers for business cellular plans and opportunities.
Monitor, maintain (coordinate relationship with service vendor) for all DAS systems within the enterprise.
Coordinate/Communicate all DAS related maintenance needs to the business.
Develop monitoring and alerting strategy related to DAS services.
Manages daily responsibilities/projects of the staff within the teams, appropriately delegating duties within the team structure and knowledge base of the individual.
Manages, prioritizes and delegates tasks and projects within the department
Performs other duties as assigned.