Title:
Telecom Lead Engineer Location: Harlem, NY Duration: 3-6 Month contract to hire Client: New York City HHCTop Skills' Details1) 5 to 8 years exp. in the telecommunications/UC world supporting Telecom, or IT related including a broad knowledge of various telecom/IT products, services, and technology. This person will have to have managed a team and hands on in the telecommunications, Carrier / MDM/UC side of the house Needs to be very well versed with in all aspects of UC and telecommunications operations. Working with support systems (ServiceNow). Working with Telco's, wireless companies, cabling, etc.2) 5 to 8 years proven experience in Telecom Management in a enterprise environment. Must also still have some hands on around Telecommunication Expense Management (TEM) and Wireless Expense management (WEM): specifically, a solid understanding of carrier billing systems; telecommunications invoicing, technical communication, circuit provisioning, configurations pricing methods, and contracts. PBX and UC, including a broad knowledge of PBX systems like NEC, Cisco VOIP.3) 5 to 8 years working with large enterprise environments Must have great customer service and a proven experience working with and managing vendors in this space. This manager will be responsible for a large team managing all Phone services and mobile devices for the entire hospital system of NYC Health and Hospitals. Secondary Skills - Nice to Haves
- servicenow
- service-level agreement
- mobile device
- telephony
- Project management
- Help desk
- unified communications
Job Description:
HHC 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 oversee telecom and network repairs and problem resolution by vendors and processes. 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 for New York City Health + Hospitals, 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 Additional Skills & Qualifications
- A Baccalaureate Degree in Business Administration, Finance, Accounting, or related fields; and,
- 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.
This Manager will work and lead/ manage the UC and telecommunications operations team at North central bronx hospital, and all the other hospitals as part of the telecommunications team.. Work effectively as a telecom support team members and help build relationships within it as well as executive leadership. Actively help and support the end user environment from top executives down. Will handle all Budgeting, vendor relations, and review process for the team.
