Information Services Manager - IS-Ops-Voice Services (Galveston)

Minimum Qualifications:

Bachelor’s degree or equivalent in related field and five years related experience.

Job Summary:

The University of Texas Medical Branch at Galveston is seeking an individual to manage Voice services for university wide campuses and clinics. This includes the Avaya telephone system, NEC phone systems, call centers, distributed antenna systems, satellite and radio communications, and ancillary voice communications systems. 

Individual will manage employees who implement and maintain voice services enterprise wide. Uses knowledge of voices systems to help plan and maintain voice networks through effective management and prioritization. This position is responsible for adhering to IT general controls and compliance to documented standards. A close working relationship with all areas of Information Services is critical to the success of this position.

 The individual will also oversee the telecom customer service lead who is directly responsible for oversite of the customer service team consisting of customer service representatives, field and cable technicians who provide front line voice service support. This position will be responsible for maintaining a high level of customer service and customer satisfaction by creating and implementing processes that increase the efficiency and productivity of the team.

Job Duties:

• Responsible for following and enforcing industry and university standards, operational policies, and on-going procedures.
• Manage voice staff to complete orders, resolve issues and escalate to voice engineers.
• Maintains customer rapport by listening to and resolving concerns and answering questions.
• Analyzes recurring issues to formulate an effective resolution action plan including providing feedback to other groups for recommended updates of procedures and standards.
• Support project management related to UTMB voice infrastructure projects for the network and security teams.
• Performs related duties as required.

Knowledge/Skills/Abilities:

Excellent interpersonal and communication skills and be able to interface with customers and colleagues at all levels.

Strong foundation of voice systems knowledge

Shares technical knowledge and skills with other team members to develop team members’ capabilities.

Preferred Qualifications:

• Experience leading and/or managing an information services team.
• Experience effectively managing multiple assignments involving competing priorities.
• Strong problem solving and analytic skills as well as the ability to handle urgent and multiple unplanned priorities.
• Experience leading enterprise voice systems.
• Experience with Avaya

Work Schedule:

Monday through Friday, 8am to 5pm.

Salary Range:

Actual salary commensurate with experience.