Telecommunication Collaboration Services Manager (Public Service Administrator, Option 3)

Essential Functions

• Under administrative direction, serves as the Telecommunication Collaboration Services Manager for the Department of Innovation & Technology (DoIT) defining, developing, and implementing operational standards and guidelines and measuring team performance using appropriate reporting tools in key areas including customer services, productivity, quality, and problem resolution standards.
• Plans, assigns, supervises, and reviews the activities of subordinate staff engaged in Agency wide communications service requests specific to VoIP solutions, including, VoIP, Collaborative Services, voice, video, data, wireless services, videoconferencing, voicemail, and automated attendants and related inside cabling (LAN, cat6, fiber).
• As a technical consultant to management, advises on telecommunications service needs, issues and requests and recommends and implements solutions to meet operational needs and for future state in VoIP Collaboration services.
• Serves as working supervisor.
• Conducts and coordinates feasibility studies of communication systems and identifies potential system and equipment replacement and upgrade needs, including conducting research and preparing highly technical reports relative to current and projected communications programs and systems.
• Attends and participates in staff meetings providing input on staffing and establishment of new procedures and 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.
• Keeps abreast of new developments in the Information Technology (IT) field by continuing education by online training platforms, attending meetings, training sessions, seminars, and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to the completion of four (4) years of college with coursework in management information systems, data processing, telecommunications, or a direct Information Technology related field.
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, data processing, or telecommunications in a public or private business organization. 

Specialized Skills

• Requires three (3) years of professional experience with major telecommunications equipment and systems, including VoIP platforms, collaborative communication services, videoconferencing, voicemail, automated attendants, and related telecommunication infrastructure.
• Requires three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals, including the ability to forecast recovery models, service pricing, equipment and supply needs, and to coordinate fiscal activities associated with telecommunications services, vendor contracts, master agreements, and consortium operations.
• Requires three (3) years of professional experience in project management and contract management, including serving as a project manager or contract officer representative, overseeing vendor performance and compliance, approving deliverables, coordinating modernization initiatives, and verifying projects meet technical, operational, and fiscal requirements.
• Requires 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), including hands-on work with enterprise collaboration platforms, cloud-based communication systems, and statewide telecommunication systems.

Preferred Qualifications (In Order of Significance)

• Three (3) years of professional experience with major telecommunications equipment and systems, including VoIP platforms, collaborative communication services, videoconferencing, voicemail, automated attendants, and other similarly related telecommunication infrastructure.
• Three (3) years of professional experience securing telecommunications systems cost data and preparing technical cost analysis proposals, including the ability to forecast recovery models, service pricing, equipment and supply needs, and to coordinate fiscal activities associated with telecommunications services, vendor contracts, master agreements, and consortium operations.
• Three (3) years of professional experience in project management or contract management, including serving as a project manager, contract officer representative or similar, overseeing vendor performance and compliance, approving deliverables, coordinating modernization initiatives, and verifying projects meet technical, operational, and fiscal requirements.
• 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), including hands-on work with enterprise collaboration platforms, cloud-based communication systems, and statewide telecommunication systems.
• Three (3) years of professional experience supervising a team of IT professionals, including assigning and reviewing work, mentoring staff, conducting performance evaluations, and aligning team performance with organizational goals and objectives, addressing performance issues, and aligning team output with organizational and operational requirements.
• Extensive knowledge of telecommunications traffic engineering/reporting and computer-based information support systems, including the use of enterprise reporting tools, performance metrics, statistical tracking systems, and operational dashboards to measure productivity, quality, customer service, and problem-resolution standards.
• Extensive knowledge of the methods, procedures and techniques of conducting feasibility studies for system conversions and enhancements, including analyzing site surveys, engineering designs, technical specifications, and cost comparisons to determine operational viability, financial efficiency, and alignment with future-state telecommunication strategies.
• Ability to analyze complex administrative and technical challenges, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.
• Ability to develop and maintain cooperative working relationships with staff, managers, executives, and external stakeholders, fostering collaboration in resolving sensitive administrative issues and supporting subordinate team members or project staff.
• Demonstrated verbal and written communication skills to present administrative and technical information clearly and precisely to diverse stakeholders including executives, managers, staff, subordinate staff, and external auditors. 

Conditions of Employment

Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.  

• Requires the ability to verify identity. 
• Requires employment authorization to accept permanent full-time position with State of Illinois. 
• Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history. 
• Requires the ability to travel in the performance of duties.
• Requires the ability to serve in an on-call capacity.
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties. 
• Requires the ability to lift and carry objects or equipment weighing up to 10 pounds. This is considered sedentary work as defined by the U.S. Department of Labor (20 CFR 404.1567(a)). Sedentary work involves lifting no more than 10 pounds at a time and requires occasional lifting, carrying, walking, and standing. 
• Requires adherence to the revolving door restrictions outlined in 5 ILCS 430/5-45. Consequently, employees should be aware that in the event of receiving a non-State employment offer during state employment or within one year immediately following the termination of State employment, they are required to inform the Office of the Executive Inspector General for the Agencies (OEIG) of the Illinois Governor before accepting such non-State employment. Failure to notify the OEIG may result in the imposition of a fine. 
• Requires compliance with the provisions outlined in section 4A-101 of the Illinois Governmental Ethics Act, necessitating the occupant of this position to file of a Statement of Economic Interest. Pursuant to the Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.), specific state officials and employees are required to annually submit Statements of Economic Interest to the Office of the Secretary of State, which will be accessible to the public for examination and copying. Employees subject to this requirement must also file a Supplemental Statement of Economic Interest with the Executive Ethics Commission, as specified in Executive Order 15-09. Failure to submit these statements in a timely manner may result in fines and penalties. 
• The conditions of employment listed are incorporated and/or related to any duties included in the position description.