Telecommunications Repair Supervisor (PSA Option 3)

Essential Functions

⦁    Under general supervision, serves as the Telecommunications Repair Supervisor for the Department of Innovation & Technology (DoIT) developing, implementing, and evaluating policies and procedures for the Customer Services Center (CSC) Telecom Repair unit ensuring support to staff and value-added services for operational standards.
⦁    Serves as working supervisor.
⦁    Provides direction to staff in the diagnosis of problem sources and incident resolution through team discussion, incident assessment, root cause analysis, troubleshooting, and information documentation:
⦁    Escalates issues with internal and external organizational support/operations groups and vendors to ensure prompt resolution of issues due to failures and unsatisfactory service related to installations, maintenance, repairs and/or billing:
⦁    Develops, tracks, reviews, and approves vendor contracts to ensure all contracts are up to date.
⦁    Keeps abreast of new developments in the Telecommunications field by continuing education through attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on 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 completion of four (4) years of college with coursework in Management Information Systems, Data Processing, Telecommunications, or a related field.
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in Management Information Systems, Data Processing, Telecommunications, or a related field in a public or business organization.

Specialized Skills

⦁    Requires three (3) years of professional experience managing or leading a technical support or telecommunications repair unit, including developing and implementing operational standards, policies, and procedures to ensure service delivery and compliance with organizational goals and procurement guidelines in a large public or business organization.
⦁    Requires three (3) years of professional experience coordinating IT incident management and collaborating with internal and external teams to deliver technology services, utilizing data analysis and reporting tools to allocate resources effectively.
⦁    Requires three (3) years of professional experience leading technical teams in problem diagnosis, incident resolution, and root cause analysis, including conducting performance assessments, troubleshooting issues, and documenting information to ensure effective incident management.
⦁    Requires three (3) years of professional experience in the telecommunication disciplines of maintenance and provisioning and trouble ticketing systems.
 

Preferred Qualifications

⦁    Three (3) years of professional experience managing or leading a technical support or telecommunications repair unit, including developing and implementing operational standards, policies, and procedures to ensure service delivery and compliance with organizational goals and procurement guidelines in a large public or business organization.
⦁    Three (3) years of professional experience coordinating IT incident management and collaborating with internal and external teams to deliver technology services, utilizing data analysis and reporting tools to allocate resources effectively.
⦁    Three (3) years of professional experience leading technical teams in problem diagnosis, incident resolution, and root cause analysis, including conducting performance assessments, troubleshooting issues, and documenting information to ensure effective incident management.
⦁    Three (3) years of professional experience in the telecommunication disciplines of maintenance and provisioning and trouble ticketing systems.
⦁    Three (3) years of professional supervisory experience in a technical or operational environment, including assigning and reviewing work, providing training and guidance to staff, counseling on work performance, and conducting performance evaluations to ensure team goals and objectives are met.
⦁    Extensive knowledge of the operations, functions, services, and support related to voice, data, video and wireless communications for a large public or business organization.
⦁    Ability to develop and execute training programs based on needs assessments and performance gap analysis, while monitoring and evaluating team performance using metrics for customer service, productivity, quality, and incident resolution within a technical support or customer service environment.
⦁    Extensive knowledge of handling complex technical issues, including responding to emergency and after-hours situations, while ensuring effective communication and resolution in line with established escalation procedures.                
⦁    Ability to develop, negotiate, and manage vendor contracts, including gathering technical and business requirements, coordinating vendor performance management, ensuring performance guarantees, and maintaining compliance with service level agreements and contract standards.
⦁    Demonstrated verbal and written communication skills to present information with clarity and precision.  
 

Conditions of Employment

NOTE: 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. 
1.    Requires the ability to verify identity.
2.    Requires employment authorization to accept permanent full-time position with the State of Illinois.
3.    Requires the ability to pass a position specific, agency required background check.
4.    Requires self-disclosure of criminal history. 
5.    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.
6.    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.
7.    Requires appropriate, valid driver’s license and the ability to travel in performance of duties.
8.    Requires the ability to serve in an on-call capacity and to work overtime including scheduled, unscheduled, short notice, evenings, weekends, and holidays.
9.    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 (OEIG) for the Agencies of the Illinois Governor before accepting such non-State employment. Failure to notify the OEIG may result in the imposition of a fine.
10.    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.