Telecommunications Operations Lead
Responsibilities
- Manage a team of 15 or more technicians and support all UC service requests using the Service-Now ticketing system.
- Participate in evaluating products and using communications equipment such as UC, MDM, and cabling equipment.
- Handle procurement, coordinate telecom and network repairs, and problem resolution with vendors.
- Perform project and non-project related tasks to support team goals and objectives.
- Manage mobile phone recycling and inventory programs, including maintaining telecommunication devices inventory.
- Prepare a list of supplies to be ordered and maintain emergency telecommunication documentation.
- Perform monthly invoice analysis, validation, and payment approval on wireless invoices to ensure compliance with vendor contracts.
- Manage Service-Now ticket queues for PBX, mobile, and UC devices, and conduct monthly audits for cost-effective plans.
- Document, research, and troubleshoot reported issues and requests.
- Foster a business-oriented culture driven by continual service improvement techniques.
- Assist with the Enterprise Service Desk call volume and resolve end user help requests and incidents.
- Supervise and monitor staff, planning and assigning work, and reviewing subordinate work.
- Direct the preparation of departmental budgets and coordinate department activities for timely project completion.
- Prepare cost estimates for projects, reflecting equipment, man, and machine hours required.
- Establish, review, and control documentation standards, including forms development and control.
- Collect and analyze data and reports concerning departmental operations, personnel utilization, space, and equipment.
- Monitor daily quality of tickets and perform other duties or special projects as assigned.
Requirements
- 5 to 8 years of experience in telecommunications/UC supporting Telecom or IT-related roles.
- Proven experience in Telecom Management in an enterprise environment.
- Hands-on experience with Telecommunication Expense Management (TEM) and Wireless Expense Management (WEM).
- Solid understanding of carrier billing systems, telecommunications invoicing, technical communication, and circuit provisioning.
- Broad knowledge of PBX systems like NEC and Cisco VOIP.
- Experience managing vendors and providing excellent customer service.
- Proficiency in using support systems like ServiceNow and managing service-level agreements.
Qualifications
- Baccalaureate Degree in Business Administration, Finance, Accounting, or related fields.
- Five years of progressively responsible experience in administration, office management, methods analysis, and systems analysis.
- Experience in data processing and management information systems.
Skills
- Experience in data processing and management information systems.
Benefits
The pay range for this position is $55.00 - $60.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About the Role
A large healthcare provider is seeking an experienced and hands-on Telecommunications Operations Lead to join their Unified Communications telecommunications group. The successful candidate will manage a large end-user environment of approximately 10,000 mobile devices and a UC enterprise network across multiple locations. This role requires flexibility to support various hospitals including North Central Bronx Hospital, Bellevue Hospital, Harlem, Kings Hospital, among others.