Telecommunication Collaboration Services Manager (Public Service Administrator, Option 3)

State of Illinois•Springfield, MO

10d•Onsite

About The Position

This position serves as the Telecommunication Collaboration Services Manager for the Department of Innovation & Technology (DoIT). In this role, you will define, develop, and implement operational standards and guidelines, and measure team performance using appropriate reporting tools in key areas including customer service, productivity, quality, and problem resolution standards. You will also plan, assign, supervise, and review the activities of subordinate staff engaged in agency-wide communications service requests. As a technical consultant to management, you will advise on telecommunications service needs, issues, and requests, and recommend and implement solutions to meet operational needs and for future state in VoIP Collaboration services. You will serve as a working supervisor, conduct and coordinate feasibility studies of communication systems, and identify potential system and equipment replacement and upgrade needs. You will also attend and participate in staff meetings, providing input on staffing and the establishment of new procedures, and participate in the development of methods, procedures, and training programs to improve skill levels of staff associated with enterprise VoIP products, services, and processes. Additionally, you will keep abreast of new developments in the Information Technology (IT) field through continuing education, attending meetings, training sessions, seminars, and conferences.

Requirements

Requires knowledge, skill, and mental development equivalent to the completion of four (4) years of college with coursework in management information systems, data processing, telecommunications, or a direct Information Technology related field.
Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, data processing, or telecommunications in a public or private business organization.
Requires three (3) years of professional experience with major telecommunications equipment and systems, including VoIP platforms, collaborative communication services, videoconferencing, voicemail, automated attendants, and related telecommunication infrastructure.
Requires three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals, including the ability to forecast recovery models, service pricing, equipment and supply needs, and to coordinate fiscal activities associated with telecommunications services, vendor contracts, master agreements, and consortium operations.
Requires three (3) years of professional experience in project management and contract management, including serving as a project manager or contract officer representative, overseeing vendor performance and compliance, approving deliverables, coordinating modernization initiatives, and verifying projects meet technical, operational, and fiscal requirements.
Requires three (3) years of professional experience with video conferencing facilities, VoIP, collaborative services, PBX systems/equipment, Centrex systems/equipment, electronic key system/equipment, data circuits, voicemail, automated attendants, or inside building cabling (LAN, cat6, fiber), including hands-on work with enterprise collaboration platforms, cloud-based communication systems, and statewide telecommunication systems.
Requires the ability to verify identity.
Requires employment authorization to accept permanent full-time position with State of Illinois.
Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history.
Requires the ability to travel in the performance of duties.
Requires the ability to serve in an on-call capacity.
Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
Requires the ability to lift and carry objects or equipment weighing up to 10 pounds.
Requires adherence to the revolving door restrictions outlined in 5 ILCS 430/5-45.
Requires compliance with the provisions outlined in section 4A-101 of the Illinois Governmental Ethics Act, necessitating the occupant of this position to file of a Statement of Economic Interest.

Nice To Haves

Three (3) years of professional experience with major telecommunications equipment and systems, including VoIP platforms, collaborative communication services, videoconferencing, voicemail, automated attendants, and other similarly related telecommunication infrastructure.
Three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals, including the ability to forecast recovery models, service pricing, equipment and supply needs, and to coordinate fiscal activities associated with telecommunications services, vendor contracts, master agreements, and consortium operations.
Three (3) years of professional experience in project management or contract management, including serving as a project manager, contract officer representative or similar, overseeing vendor performance and compliance, approving deliverables, coordinating modernization initiatives, and verifying projects meet technical, operational, and fiscal requirements.
Three (3) years of professional experience with video conferencing facilities, VoIP, collaborative services, PBX systems/equipment, Centrex systems/equipment, electronic key system/equipment, data circuits, voicemail, automated attendants, or inside building cabling (LAN, cat6, fiber), including hands-on work with enterprise collaboration platforms, cloud-based communication systems, and statewide telecommunication systems.
Three (3) years of professional experience supervising a team of IT professionals, including assigning and reviewing work, mentoring staff, conducting performance evaluations, and aligning team performance with organizational goals and objectives, addressing performance issues, and aligning team output with organizational and operational requirements.
Extensive knowledge of telecommunications traffic engineering/reporting and computer-based information support systems, including the use of enterprise reporting tools, performance metrics, statistical tracking systems, and operational dashboards to measure productivity, quality, customer service, and problem-resolution standards.
Extensive knowledge of the methods, procedures and techniques of conducting feasibility studies for system conversions and enhancements, including analyzing site surveys, engineering designs, technical specifications, and cost comparisons to determine operational viability, financial efficiency, and alignment with future-state telecommunication strategies.
Ability to analyze complex administrative and technical challenges, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.
Ability to develop and maintain cooperative working relationships with staff, managers, executives, and external stakeholders, fostering collaboration in resolving sensitive administrative issues and supporting subordinate team members or project staff.
Demonstrated verbal and written communication skills to present administrative and technical information clearly and precisely to diverse stakeholders including executives, managers, staff, subordinate staff, and external auditors.

Responsibilities

Define, develop, and implement operational standards and guidelines.
Measure team performance using appropriate reporting tools in key areas including customer service, productivity, quality, and problem resolution standards.
Plan, assign, supervise, and review the activities of subordinate staff engaged in agency-wide communications service requests specific to VoIP solutions, including VoIP, Collaborative Services, voice, video, data, wireless services, videoconferencing, voicemail, and automated attendants and related inside cabling (LAN, cat6, fiber).
Serve as a technical consultant to management, advising on telecommunications service needs, issues, and requests, and recommending and implementing solutions to meet operational needs and for future state in VoIP Collaboration services.
Serve as a working supervisor.
Conduct and coordinate feasibility studies of communication systems and identify potential system and equipment replacement and upgrade needs, including conducting research and preparing highly technical reports relative to current and projected communications programs and systems.
Attend and participate in staff meetings providing input on staffing and the establishment of new procedures.
Participate in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC Enterprise VoIP products, services, and processes.
Keep abreast of new developments in the Information Technology (IT) field by continuing education by online training platforms, attending meetings, training sessions, seminars, and conferences to increase familiarity with and maintain current on IT products, vendors, techniques, and procedures.
Perform other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Benefits

Competitive Group Insurance benefits including health, life, dental and vision plans.
Flexible work schedules (when available and dependent upon position).
10 -25 days of paid vacation time annually (10 days for first year of state employment).
12 days of paid sick time annually which carry over year to year.
3 paid personal business days per year.
13-14 paid holidays per year dependent on election years.
12 weeks of paid parental leave.
Pension plan through the State Employees Retirement System.
Deferred Compensation Program – voluntary supplemental retirement plan.
Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP).
Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.