Department Manager 1 - IT Telecoms - 000793

Purpose/Description

Reporting to the Department Executive, the Department Manager 1 (Telecommunications) will be responsible for setup and maintenance of telecommunication services and devices for Wayne County. This position will use multiple applications to setup, provision and manage mobile devices, mobile device management, desk phones, soft phones, IM services, Voice over IP (VoIP services), mobile voice, voicemail, auto attendants, videoconferencing, legacy services (Centrex/Analog/Octel), and other related software required. Responsibilities include troubleshoot and resolve issues related to these services and devices over the phone and engage vendor as needed; manage ticketing system for incidents and service requests; maintain accurate databases and records; work with phone technician regarding service calls and assignments and learn new software related to Telecom services and devices as it becomes available or required by IT.

Required Tasks

• May travel to WC locations to assist with cell phone exchanges.
• Effectively manage time with multiple tickets and assignments to ensure timely completion.
• Problem solve and assist customers over the phone.
• Clearly communicate information via the phone and in writing to employees and vendors.
• Accurately record and update Telecom databases and accounts.
• Learn applications. Setup and manage all VoIP services for customers, including but not limited to, desk phones, soft phones, IM services, VoIP, mobile device management, mobile voice network, voicemail, auto attendant, voicemail systems, legacy services, and devices.
• Learn new software as technology and IT evolves.
• Attend necessary training or educational programs to keep with technology changes.
• Establish and maintain cooperative relationships with individuals and organizations to meet the department’s goals and objectives.
• Schedule or ensure phone technician jobs are being resolved in a timely.
• Perform other duties as assigned.

Educational/Experience Requirements

• An Associates degree in a related field; AND
• Three years’ experience using Microsoft Office Suite O365; AND
• Three years’ experience using and troubleshooting IOS devices; AND
• Three years’ experience managing mobile devices, VoIP telephone systems, assisting others with CISCO desk phones and voicemail set-up;

Note: Additional years of experienced will be accepted in lieu of the degree.