Telecommunication Team Manager

The Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. MassDOT’ s divisions include Highway, Aeronautics, Registry, Rail & Transit and Programs &Planning. There are approximately 3,600 employees that work in the department. In addition, the Massachusetts Bay Transportation Authority (MBTA) and Regional Transit Authorities (RTA) are subject to oversight by MassDOT.

MassDOT is seeking to hire a Telecommunication Team Manager that will be primarily responsible in leading the MassDOT IT Technical Operations team. MassDOT IT Technical Operations team is responsible for supporting and implementation of telecommunication equipment, including voice circuits, servers, phone systems, voicemail, automated call distribution systems, and associated applications. The team is also responsible for ensuring the proper monitoring, patching, compliance activities, and backups for all telecommunications equipment.

Telecommunication Team Manager will be responsible for managing the resource allocation and timely delivery of all implementation and maintenance efforts. The Telecom Manager will provide direction to staff; collaborate with other IT units in the development and implementation of IT plans; and provide technical advice, guidance, and mentoring. This person while leading a team is expected to deliver innovative solutions and excellent customer service to MassDOT and the citizens of the Commonwealth. They will act as the project manager for small to mid-size projects following the MassDOT IT processes and procedures.

The primary work location for this role will be at 10 Park Plaza Boston, Massachusetts 02116 The work schedule for the position is Monday thru Friday 9AM to 5PM EST. Work schedule flexibility is required to accommodate operational business needs. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

Responsibilities:

• Manages the day-to-day activities of the team responsible for telecommunications equipment, including voice circuits, servers, phone systems, voicemail, automated call distribution systems, and associated applications.
• Establishes priorities and schedules for resources to meet needs of the business and reflect organization priorities.
• Manages performance and professional development of staff, including performance reviews, feedback, coaching, mentoring, and training to maximize team performance.
• Clearly defines team member roles and responsibilities and eliminates single points of failure within the team through cross-training and knowledge sharing.
• Participates in audit compliance efforts and ensures that remediation is completed in a timely manner.
• Monitor all PSTN Circuits and Operations in MassDOT locations on a daily basis and respond immediately to any outage. This is time critical as these are public facing Telecommunication systems.
• Manage moves adds and changes (MAC) for all MassDOT facilities.
• Provide detailed documentation of all Telephony, applications, and procedures.
• Support all aspects of the existing PBX and call center technology including administration of the IVRs, ACD routing, hard phones, telephony applications, trunking, dial plans, software, and hardware upgrades.
• Monitors and ensures security policies are followed for all telecommunications equipment.
• Ensures that all telecommunications equipment meets agreed backup and disaster recovery needs, and all processes are regularly tested.
• Tracks and reports on metrics to show compliance with established service level agreements (SLA’s).
• Identifies opportunities for process improvement and automation to improve performance.
• Stays abreast of emerging technologies and present solutions for improvement opportunities to the Sr IT management team.
• Performs project management role for small to mid-size projects, including the creation of detail project plans and execution of the plans to the successful completion of the project, on time and on budget.
• Facilitates communication upward and across project teams including project status, cost information, justifications for variances and technical information (architecture, design, and implementation objectives.

Preferred Knowledge, Skills & Abilities:

• Five (5) years of full-time experience in supporting telecom environments.
• Three (3) year of related experience in a supervisory capacity managing a small to medium sized team in a large IT enterprise environment.
• Proficient knowledge and hands-on experience working on carrier-based telecommunication systems, unified communications, and VOIP
• Proven experience and hands-on knowledge with the following technical skillsets:
  • Automated call distribution systems and other call center technologies
  • Designing telecommunication environments and architectures
  • Avaya phone systems
  • Five9 ACD and IVR system
  • Telephony Network design maintenance using Visio
  • SDLC – Software Development Lifecycles
• Advanced communication (verbal and written) skills, particularly the ability to communicate technical information to non-technical audiences.
• Highly organized with a strong problem-solving aptitude and meticulous attention to detail.
• Must be able to successfully lead, manage and mentor a team that contributes to multiple projects and clients while collaborating directly with internal customers, other agencies and third parties
• Proven ability to effectively manage fluctuating workloads and optimize your time to meet changing priorities and deadlines
• Proven track record of execution, implementation, and maintenance of IT strategic initiatives
• Track record of successfully learning and implementing new technologies

Education and Certification(s):

• Bachelor’s Degree in Computer Science, Information Technology, or an equivalent combination of education and work experience required.
• Telecommunication (TCM) and ITIL V4 Certification is desirable, but not required.