Manager, Network Field Services

About the role

The Manager, Network Field Services is a key member of the Network Services team, responsible for the operational performance of network services in the field. This role oversees provisioning activities for all network services projects, manages a team of technicians, and ensures timely service delivery, optimized network performance, and high levels of customer satisfaction. The manager collaborates with other teams to develop and implement strategies for improving network services and resolving issues on both wired and wireless networks.

This role provides consultation and leadership on projects involving radio DAS systems, cellular DAS systems, specialty networks such as campus camera systems, digital signage, AV systems, and all types of telephony solutions, including VoIP and campus Blue Light phone systems. The manager works closely with key stakeholders within the University to establish, secure, and maintain a reliable network technology infrastructure for critical systems.

Responsibilities

Leadership & Planning

• Plan for specialty networks and expansion or upgrades of existing networks based on capacity needs and technology advancements.
• Evaluate and recommend new technologies for service improvements, ensuring currency through the adoption of automation, AI, and other emerging technologies.
• Manage relationships with technology vendors, service providers, contractors, and consultants supporting network field services.
• Develop and manage project budgets for network infrastructure projects and ongoing operations.
• Inspect and review Design Standard Manual (DSM) policies with the Office of Capital Planning (OCP) and General Contractors on projects.
• Work closely with the Network Operations, Wireless, Unified Communications, and Routing & Switching teams to provide on-site support for network issues and project-related work.
• Lead technical validation activities and proof-of-concept testing for new infrastructure solutions prior to production deployment.
• Ensure the successful completion of projects within established budgets and deadlines.
• Ensure compliance with asset, change, incident, and problem management processes and policies.
• Maintain confidentiality and follow procedures for handling personal, proprietary, or otherwise confidential data.

Management

• Manage 7-10 technicians, setting work priorities and coordinating operational and project activities to ensure timely and effective delivery of technology services and billing.
• Maintain data, phone, and video network infrastructure and cabling systems, along with the RMA process for failed equipment.
• Manage the installation and maintenance of critical campus systems, including:
  • Camera systems
  • Radio and cellular DAS
  • Campus telephony, VoIP phones, and campus Blue Light phone systems
• Design and certify cellular wireless networks.
• Participate in leadership escalation and on-call processes to ensure timely response and resolution of critical service outages.
• Mentor, coach, and develop technical staff to ensure appropriate skill levels are built and maintained.
• Develop the team's ability to collaborate with senior engineers in resolving incidents in accordance with the organization's Service Level Objectives.

Qualifications

• 10+ years of increasing experience leading and supervising technical teams and technology projects.
• Experience managing operational service delivery in a complex enterprise environment.
• Advanced knowledge of distributed antenna systems (DAS), wireless communications, and telephony and CATV technologies.
• Strong knowledge of unified communications (UC) and telephony technologies, including Public Switched Telephone Network (PSTN) infrastructure and services.
• Ability to communicate effectively, including sharing technical information with a non-technical audience.
• Experience in project management, knowledge of electrical codes, and ability to read construction blueprints.
• Understanding of enterprise networking technologies and protocols, as well as related test equipment.
• Willingness to work toward mastery of new skills and technologies, including using artificial intelligence solutions responsibly.
• Ability to work well in a team environment as well as independently.
• Commitment to professional customer service.
• Organized and detail-oriented, with a proven track record of meeting project and work deadlines.
• Functional-level skills in project management tools such as Microsoft Project, ServiceNow SPM, or Smartsheet.

Education: Bachelor's degree or equivalent professional work experience.

Preferred Qualifications

• Siemens Cabling Certification
• Corning Fiber Optic Certification
• Foundational knowledge of networking technologies, including hardware and software.
• Understanding of network resiliency, QoS, and service availability principles.
• Strong knowledge of camera systems, digital display, alarm, and PA systems.
• Working knowledge of private 5G technology.

Pay

Salary range: $120,000 to $145,000.

Schedule

Standard weekly hours: 36.25. Overtime not eligible.

Benefits

This position is benefits eligible. The University offers a comprehensive benefit program to eligible employees. More information about benefits.