Manager, Telecommunications Services

Tidewater Community College has served South Hampton Roads – both students and employers – for 50 years. It has grown from 1 campus into a regional educational and economic force. TCC is the largest provider of higher education and workforce services in Hampton Roads, enrolling nearly 28,000 students in 2019-20. Founded in 1968 as a part of the Virginia Community College System, Tidewater Community College (TCC) services South Hampton Roads with 4 campuses in Chesapeake, Norfolk, Portsmouth, and Virginia Beach, 7 regional centers and 2 important cultural institutions. The college had 3,203 graduates in 2019-2020, 40 percent of whom pursued degrees that would let them transfer to 4-year institutions. Of South Hampton Roads residents enrolled in higher education 36% enrolled at TCC. TCC’s institutional accreditation is affirmed through 2027 by the Southern Association of Colleges and Schools Commission on Colleges.
The Manager of Telecommunications Services works collaboratively with other technology managers and college faculty/staff. Working within the framework and mission of OIS, the incumbent directs the operational, technical, and personnel activities of the Telecommunications Services sections. The Incumbent assists in the strategic planning for Network and Communications Services (NetCom) projects involving telecommunications and support services; Oversees the maintenance and operation of the college’s 2000+ station Cisco VoIP system that is distributed across 4 college campuses and 3 instructional centers. Major emphasis is directed toward initiatives intended to continually improve the reliability and performance of the college’s VoIP phone and voicemail systems. Manages Telecommunications Engineers, Analyst, WAN Administrators, and Support staff to design and test VoIP enhancements and WAN services prior to deployment. Provides technical assistance in network planning, engineering, and deployment as the system is expanded. Develops, implements, and enforces written procedures for network operations, monitoring, and security. Keeps supervisor informed of issues impacting the confidentiality, availability, and integrity of the college’s telecommunications infrastructure. Acts as liaison between the college and external agencies concerning telecommunications communications. Provides engineering and consulting support with Cisco Call Manager and Unity software. Additionally, the incumbent supervises the daily operation of the Support Coordination Desk that is responsible for call accounting, problem tracking/management, and first level telephone support.

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

• Demonstrated ability to determine, evaluate and diagnose complex VoIP call routing problems and system performance issues, and to implement timely solutions.
• Working knowledge of WAN/LAN industry standards, protocols, and hardware including gateways, routers, and Ethernet switches.
• Demonstrated ability to provide technical leadership and train support staff in the installation, configuration, troubleshooting and repair of telecommunications and VoIP telephone devices in a multi-protocol, enterprise, WAN/LAN environment.
• Ability to conduct technical research, analyze complex networking problems, and develop optimum solutions for voice and data services in a TCP/IP environment.
• Strong verbal and written communication skills sufficient to interact with a variety of end users and technical staff.
• Ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment and to participate as a member of a cross-departmental project team.
• Ability to work under pressure; meet inflexible deadlines; deal with difficult situations while maintaining composure.
• Demonstrated ability to implement and maintain call accounting, billing, and support tracking/management systems in a large, multi-campus Cisco VoIP implementation.
• Ability to prepare project implementation plans, progress reports, policies/procedures and other documentation as needed by supervisor and/or staff members.
• Working knowledge of network protocol analyzers such as Wildpackets, Sniffer, or similar troubleshooting tools.
• Knowledge of project budget management, project execution and control, resound planning, and technology deployment as well as independent decision-making and problem solving.
• Strong leadership skills with demonstrated ability to mentor project members by promoting good working relationships and managing to project priorities and objectives.
• Knowledge of business and process analysis techniques; strong analytical and problem-solving skills.
• Competency with MS Project, MS Teams, and MS Office.
• Knowledge of MS Teams Phone.
• Knowledge of superior customer service standards and practices.
• Availability to work after hours and/or weekends and on-call, as specified by supervisor.
• Experience in the development, operation, and maintenance of voice and data services in a multi-protocol, WAN/LAN environment.
• Experience installing and troubleshooting Ethernet network routers, switches, hubs, and cabling.
• Extensive experience designing, implementing, and supporting Cisco’s Call Manager and Unity VoIP systems in a complex, multi-protocol WAN.
• Experience supervising and coordinating the activities of others.

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link:  http://ethics.dls.virginia.gov/

The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.

The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.