Telecommunications Operations Lead

TEKsystems•New York, NY

5d•$55 - $60•Onsite

About The Position

Healthcare Enterprise is looking for a Hands on Lead/Manager for their telecommunications team to join their team with their Unified Communications telecommunications group. This person will report directly to the Director of Telecommunications for the entire Hospital system. This group is a big team and they will be the support of the large end user environment of about 10,000 mobile devices and UC enterprise network. They could sit at multiple locations, some being North central Bronx Hospital or Bellevue Hospital or others that they support so needs to be flexible. This person will manage a team of 15 or more techs as well as support all UC service requests in Central office the Service-Now ticketing system. Participate in the evaluation of products and the use of communications equipment (UC, MDM, cabling equipment. They will handle procurement, coordinates oversees telecom and network repairs and problem resolution by vendors and processes.a They will also perform project and non‐project related tasks and activities to support team goals and objectives as well as manage mobile phone recycle and inventory program Sort, file and maintains alphabetical, numerical, and subject filing systems. They will also add information and adding new staff/information and systems performance. Will maintain inventory of telecommunications devices and prepare a list of supplies to be ordered. Maintain all emergency telecommunication documentation and perform monthly invoice analysis, validation, and payment approval on wireless invoices to ensure compliance with vendor contracts. Will manage Service now ticket queue for both PBX and mobile and UC devices and perform monthly audits to determine if we should select a more cost‐effective plan, or need to update our mobile catalog, and communicate concerns to managers. The Manager of Administration will provide technical and application support, demonstrate competent IT literacy, and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 2. Below is all that this manager will be involved in and should have a strong understanding around: • Understands the flow of information through the Financial, Business, Clinical and Infrastructure applications • Responsible for documenting, researching and troubleshooting reported issues and requests • Fosters a business-oriented culture and mindset driven by continual service improvement techniques • Identifies and acts on opportunities for continuous improvement • Understanding critical business process for supporting EITS Applications • Triage requests or issues to ensure that our service level agreements (SLA) are achieved • Assist with the Enterprise Service Desk call volume when needed • Receive, prioritize, document and actively resolve end user help requests and Incidents • Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA) • Track open tickets and monitor ticket progress per SLA, close ticket items when resolve • Follow escalation and paging procedures to ensure SLAs are being met • Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2 • Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved • Supervise and monitor staff • Plan, assigns and reviews the work of subordinates. • Directs the preparation of departmental budgets in conjunction with other departmental managers. • Coordinates the activities of the various segments of the department to assure timely and economical completion of projects. • Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required. • Establishes, reviews and controls documentation standards, including the development and control of forms. • Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment. • Monitor daily quality of tickets • Perform other duties and/or special projects as assigned

Requirements

MDM
Mobile
Carrier Billing
service now
Management
Carrier negoitiations
budgeting
team reviews
servicenow
service-level agreement
mobile device
telephony
Project management
Help desk
unified communications
A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields
Five years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in data processing and management information systems.

Responsibilities

Manage a team of 15 or more techs
Support all UC service requests in Central office the Service-Now ticketing system
Participate in the evaluation of products and the use of communications equipment (UC, MDM, cabling equipment
Handle procurement, coordinates oversees telecom and network repairs and problem resolution by vendors and processes
Perform project and non‐project related tasks and activities to support team goals and objectives
Manage mobile phone recycle and inventory program
Sort, file and maintains alphabetical, numerical, and subject filing systems
Add information and adding new staff/information and systems performance
Maintain inventory of telecommunications devices and prepare a list of supplies to be ordered
Maintain all emergency telecommunication documentation and perform monthly invoice analysis, validation, and payment approval on wireless invoices to ensure compliance with vendor contracts
Manage Service now ticket queue for both PBX and mobile and UC devices and perform monthly audits to determine if we should select a more cost‐effective plan, or need to update our mobile catalog, and communicate concerns to managers
Provide technical and application support
Documenting, researching and troubleshooting reported issues and requests
Foster a business-oriented culture and mindset driven by continual service improvement techniques
Identify and acts on opportunities for continuous improvement
Triage requests or issues to ensure that our service level agreements (SLA) are achieved
Assist with the Enterprise Service Desk call volume when needed
Receive, prioritize, document and actively resolve end user help requests and Incidents
Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
Follow escalation and paging procedures to ensure SLAs are being met
Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
Supervise and monitor staff
Plan, assigns and reviews the work of subordinates
Directs the preparation of departmental budgets in conjunction with other departmental managers
Coordinates the activities of the various segments of the department to assure timely and economical completion of projects
Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required
Establishes, reviews and controls documentation standards, including the development and control of forms
Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment
Monitor daily quality of tickets
Perform other duties and/or special projects as assigned