Agency : Department of Innovation and Technology
Posting Date: 7/10/2023
Closing Date: 7/21/2023
Salary: $6,956 – $10,607/month. CBA Applies; (Anticipated starting salary for non-state $6,956.00/mo.)
Job Type: Salaried Full Time
County: Sangamon
Number of Vacancies: 1
Plan/BU: RC063
This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.
All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.
Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.
Posting Identification Number 28884
Position Overview
Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as the Telecommunications Operations Manager in the Customer Service Center (CSC)Telecommunications Office for the Department of Innovation & Technology (DoIT). In this role you will define, develop and implement operational standards and guidelines and measure team performance using appropriate reporting tools in key areas including customer service, productivity, quality, and problem resolution standards. In addition, you will plan, assign, supervise and review the activities of subordinate staff engaged in Agency wide communications service requests. If you possess these knowledges, skills, abilities and experience, we invite you to apply for this position with DoIT!
As a State of Illinois employee, you receive a comprehensive benefits package including:
- Competitive Group Insurance benefits including health, life, dental and vision plans
- Flexible work schedules (when available and dependent upon position)
- 10 -25 days of paid vacation time annually (10 days for first year of state employment)
- 12 days of paid sick time annually which carryover year to year
- 3 paid personal business days per year
- 13-14 paid holidays per year dependent on election years
- 10 weeks of paid maternity/paternity leave
- Pension plan through the State Employees Retirement System
- Deferred Compensation Program – voluntary supplemental retirement plan
- Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
- Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility
For more information regarding State of Illinois Benefits follow this link:
https://www2.illinois.gov/cms/benefits/Pages/default.aspx
Job Responsibilities
25% Under general supervision, serves as the Telecommunications Operations Manager in the Customer Service Center (CSC)Telecommunications Office for the Department of Innovation & Technology (DoIT):
- Defines, develops, and implements operational standards and guidelines and measures team performance using appropriate reporting tools in key areas including customer services, productivity, quality, and problem resolution standards
- Allocates resources, conducts on-site visits, and tracks system entries and statistical data from reporting tools to ensure compliance with established procedures and standards and in accordance with (DoIT) governance and procurement
- Monitors performance measures and implements policies related to Voice Over Internet Protocol (VoIP) Services
20% Plans, assigns, supervises and reviews the activities of subordinate staff engaged in Agency wide communications service requests specific to VoIP solutions, including, but not limited to, VoIP, Collaborative Services, voice, video, data, wireless services, videoconferencing, voicemail, and automated attendants and related inside building cabling (LAN, cat6, fiber):
- Reviews the activities of subordinate staff engaged in telecommunications systems equipment installations and/or equipment relocation, analyzing user requests and data to determine feasibility of new installations or system configurations
- Provides guidance and assistance to subordinates in resolving communication issues
- Serves on call to address emergency situations and provide assistance with the more complex issues.
15% As a technical consultant to management, advises on telecommunications service needs, issues and requests:
- Recommends and implements solutions to meet operational needs and for future state in VoIP Collaboration services
- Participates in working with vendors and internal and external organizational support and operations groups in the procurement of Telecommunications Services and equipment
- Researches and secures telecommunications systems cost data and prepares technical cost analysis proposals
- Collaborates and participates in researching, developing, and preparing final financial quotes, system designs and Scopes of Work for management review and approval
- Implements and manages approved design to ensure all meet operational goals and objectives
- Addresses issues and recommends and implements solutions
- Serves as a liaison with vendors to resolve problems relative to communication systems.
15% Serves as working supervisor:
- Assigns and reviews work
- Provides guidance and training to assigned staff
- Counsels staff regarding work performance
- Reassigns staff to meet day-to-day operating needs
- Establishes annual goals and objectives
- Approves time off
- Prepares and signs performance evaluations
(Job Responsibilities continued)
5% Manages the development, tracking, reviewing and approving of vendor contracts to ensure up-to-date contracts are in place:
- Coordinates information for negotiation of contracts for service and supplies, vendor development, and performance management
- Provides input to Unit for vendor contract standards including technical and business requirements, performance guarantees and service level expectations
- Works outside of normal hours to meet deadlines
- Serves on call when required
5% Conducts and coordinates feasibility studies of communication systems:
- Identifies potential system and equipment replacement and upgrade needs
- Conducts research and prepares highly technical reports relative to current and projected communications programs and systems
- Prepares cost studies and comparisons with existing services to identify financial or operational efficiencies to be realized
5% Attends and participates in staff meetings providing input on staffing and establishment of new procedures:
- Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC Enterprise VoIP products, services, and processes
- Travels to various sites in the delivery of programs, products, services and processes
5% Keeps abreast of new developments in the Information Technology (IT) field:
- Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures
- Attends demonstrations and exhibitions related to assigned operations
- Travels when held off-site.
5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
Minimum Qualifications
1. Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with courses in telephony, IT/computer science or related fields.
2. Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in telephony, IT/computer science or related fields.
Specialized Skills
1. Requires three (3) years of professional experience with major telecommunications equipment and systems.
2. Requires three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals.
Preferred Qualifications (In Order of Significance)
1. Three (3) years of professional experience with major telecommunications equipment and systems.
2. Three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals.
3. Three (3) years of professional experience with video conferencing facilities, VoIP, collaborative services, PBX systems/equipment, Centrex systems/equipment, electronic key system/equipment, data circuits, voicemail, automated attendants, or inside building cabling (LAN, cat6, fiber).
4. Extensive knowledge of telecommunications traffic engineering/reporting and computer-based information support systems.
5. Two (2) years of experience supervising professional IT staff.
6. Ability to analyze administrative problems and adopt an effective course of action.
7. Extensive knowledge of the methods, procedures and techniques of conducting feasibility studies for system conversions and enhancements.
8. Developed verbal and written communication skills to present information to others with clarity and precision.
9. Ability to estimate and budget for future needs and cost of personnel, space, equipment, supplies and services.
10. Ability to coordinate the activities of work associates to achieve desired results.
11. Ability to gain and maintain effective working relationships with agency officials, associates, vendors, clients and others both within and outside of the agency.
Conditions Of Employment
1. Requires the ability to travel.
2. Requires the ability to work outside of normal hours to meet deadlines.
3. Requires the ability to serve in an on-call capacity.
4. Requires the ability to use agency supplied equipment such as laptop, work cell phone, etc.
5. Requires the ability to pass a position specific, agency required background check.
Competition Selection
Overall Rating
“This position is subject to Revolving Door provisions of the State Officials and Employees Ethics Act and Statement of Economic Interests filing as required by the Illinois Governmental Ethics Act.”
Work Hours: 8:30AM – 5:00 PM; M-F
Work Location: 201 W Adams St Springfield, IL 62704-1874
Agency Contact:
Ebony Allen
Email: Ebony.Allen2@illinois.gov
Phone #:217-524-5347
Job Family: Science, Technology, Engineering & Mathematics
This position DOES contain “Specialized Skills” (as that term is used in CBAs).
The Department of Innovation & Technology (DolT) is the state’s IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.
APPLICATION INSTRUCTIONS
Use the “Apply” button at the top right or bottom right of this posting to begin the application process.
If you are not already signed in, you will be prompted to do so.
State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.
Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.
If you have questions about how to apply, please see the following resources:
State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid
Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.
The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:
- donotreply@SIL-P1.ns2cloud.com
- systems@SIL-P1.ns2cloud.com