The Manager, Information Services – Telecommunications manages the 24x7 team that supports all telecommunications related equipment across a diverse geographic area. The manager is responsible for the end-to-end lifecycle of voice and data circuits, telephone switch equipment, VOIP systems, all low voltage voice/data cabling, and handsets. Additionally, the manager is responsible for dialing plans, IVR/call tree functions, call recording, reporting, all related diagnostic equipment, maintenance, and repairs. The manager oversees the maintenance and support for mobile clinical communication systems, radio systems, and cellular telephones. These functions include, but are not limited to, defining telecommunication requirements; managing the procurement and inventory process; troubleshooting technical issues; and educating end-users on equipment use. Responsibilities include diagnosing technical issues and repairing/replacing equipment; prioritizing work effort and managing priorities; and ensuring timely communication to the organization. The manager develops policies and procedures to ensure consistent service levels and timely resolution to incidents and requests. The manager acts as a player-coach and is expected to grow and mentor the staff, be a knowledgeable resource for escalations, and provide technical expertise to the team. Responsibilities also include, but are not limited to: managing communication with vendors and customers; day-to-day assignments, managing workloads and schedules; prioritization of issues and tasks; and other administrative tasks such as performance reviews, interview/hiring processes, and budget preparation support.
High school diploma or GED required.
Bachelor’s Degree required if hired after July 2015.(all IT manager positions required to have Bachelor’s Degree after July 2015).
Minimum of 8 years of experience in healthcare or information technology – both preferred.
Minimum of 3 years in a supervisory or lead position.
Extensive knowledge of telecommunication systems with preference For SIP based Voice over IP (VoIP).
Extensive knowledge of installation and maintenance of cabling and its associated duties to include local and national regulatory standards.
Extensive knowledge of servers and network equipment related to SIP based VoIP within the telecommunication industry.
Familiarity with procurement and maintenance of data and voice circuits and services.
Strong knowledge and experience managing voice and data carrier contracts.
Excellent troubleshooting skills and familiarity with diagnostic tools.
Extensive infrastructure and application support experience using industry standard ticketing and incident management systems.
Strong skills in managing application development projects in a contact center environment.
Extensive knowledge and support experience with common productivity applications.
Knowledge of computer hardware, including PCs, phone and network equipment.
Experience with current Microsoft desktop and productivity platforms.
Familiarity and practical application of advanced principles of ITIL/ITSM.
Demonstrated progressive experience in the management of a technical support team.
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Team-oriented and skilled in working within a collaborative environment.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Licensure, Registration, and/or Certification
None required, although relevant industry certifications given preference.
Internal Number: 53279-45484
About Cook Children's Health Care System
Cook Children's Health Care System embraces an inspiring Promise – to improve the health of every child in our region through the prevention and treatment of illness, disease and injury. Based in Fort Worth, Texas, we’re proud of our long and rich tradition of serving our community.