Montgomery County (MD)
Telecommunications Services Manager (Manager III, Grade M3)
Montgomery County (MD), Rockville, Maryland, us, 20849
The expected salary range for this role on hire is $98,662 to $166,093.
WHO WE ARE
The mission of the Department of Technology and Enterprise Business Solutions (TEBS)
is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers. WHO WE ARE LOOKING FOR The Telecommunications Services Manager is responsible for leading and overseeing the delivery, operation, support, and evolution of voice and telecommunications services across a large enterprise organization of 10,000+ employees. This role manages a team of represented (union) employees and works closely with vendors and internal stakeholders to ensure service excellence, cost-efficiency, and strategic alignment during a significant transition from premise-based Avaya PBX systems to a hybrid telecommunications environment that incorporates both legacy systems and modern cloud-based telephony services such as Microsoft Teams Phone.
Key Responsibilities include: Leadership & Team Management:
Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs. Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements. Provide coaching, direction, and performance management to foster a high-performing, service-oriented team. Promote a culture of safety, accountability, and continuous improvement.
Service Delivery & Operations:
Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms. Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations. Ensure reliable voice service delivery, timely incident response, and effective problem resolution. Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction. Responsible for overseeing telecom hardware/software asset inventory (Teams certified phones, legacy Avaya PBX and related equipment), upgrades, life cycle planning, and decommissioning.
Transition & Project Management:
Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions. Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure. Identify opportunities for service optimization, cost reduction, and feature enhancement.
Vendor & Contract Management:
Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors. Oversee vendor performance, contract compliance, and procurement processes. Participate in RFPs and vendor selection for telecom systems, support, and services.
Strategic Planning & Budgeting:
Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals. Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts.
Telecommunications services budgets are typically $2 - $4 million annually. Monitor costs and recommend cost-saving initiatives that maximize value and quality of service.
Compliance & Security:
Ensure telecommunications systems meet regulatory, security, and organizational compliance standards. Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision. Hybrid work environment with on-site presence required at least 3 days per week, and for specific operational and team oversight responsibilities. Involves off-hours support or on-call duties during service outages, cutovers, or project milestones. Experience : Five (5) years of progressively responsible professional experience in telecommunications service delivery is required. This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager)
AND
Microsoft Teams Phone with Operator Connect environments. Education : Graduation from an accredited college or university with a Bachelor’s Degree. Equivalency : An equivalent combination of education and experience may be substituted. All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated “Qualified,” placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following: Bachelor’s degree in Telecommunications, Information Technology, or a related field; or equivalent combination of education and experience Experience with enterprise voice systems such as Avaya PBX and migrations to Microsoft Teams or similar UCaaS platforms. Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP. Familiarity with ITIL processes and service management tools. Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Audiocodes), and network QoS best practices. Experience with management and supervision of IT staff
#J-18808-Ljbffr
is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers. WHO WE ARE LOOKING FOR The Telecommunications Services Manager is responsible for leading and overseeing the delivery, operation, support, and evolution of voice and telecommunications services across a large enterprise organization of 10,000+ employees. This role manages a team of represented (union) employees and works closely with vendors and internal stakeholders to ensure service excellence, cost-efficiency, and strategic alignment during a significant transition from premise-based Avaya PBX systems to a hybrid telecommunications environment that incorporates both legacy systems and modern cloud-based telephony services such as Microsoft Teams Phone.
Key Responsibilities include: Leadership & Team Management:
Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs. Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements. Provide coaching, direction, and performance management to foster a high-performing, service-oriented team. Promote a culture of safety, accountability, and continuous improvement.
Service Delivery & Operations:
Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms. Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations. Ensure reliable voice service delivery, timely incident response, and effective problem resolution. Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction. Responsible for overseeing telecom hardware/software asset inventory (Teams certified phones, legacy Avaya PBX and related equipment), upgrades, life cycle planning, and decommissioning.
Transition & Project Management:
Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions. Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure. Identify opportunities for service optimization, cost reduction, and feature enhancement.
Vendor & Contract Management:
Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors. Oversee vendor performance, contract compliance, and procurement processes. Participate in RFPs and vendor selection for telecom systems, support, and services.
Strategic Planning & Budgeting:
Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals. Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts.
Telecommunications services budgets are typically $2 - $4 million annually. Monitor costs and recommend cost-saving initiatives that maximize value and quality of service.
Compliance & Security:
Ensure telecommunications systems meet regulatory, security, and organizational compliance standards. Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision. Hybrid work environment with on-site presence required at least 3 days per week, and for specific operational and team oversight responsibilities. Involves off-hours support or on-call duties during service outages, cutovers, or project milestones. Experience : Five (5) years of progressively responsible professional experience in telecommunications service delivery is required. This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager)
AND
Microsoft Teams Phone with Operator Connect environments. Education : Graduation from an accredited college or university with a Bachelor’s Degree. Equivalency : An equivalent combination of education and experience may be substituted. All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated “Qualified,” placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following: Bachelor’s degree in Telecommunications, Information Technology, or a related field; or equivalent combination of education and experience Experience with enterprise voice systems such as Avaya PBX and migrations to Microsoft Teams or similar UCaaS platforms. Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP. Familiarity with ITIL processes and service management tools. Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Audiocodes), and network QoS best practices. Experience with management and supervision of IT staff
#J-18808-Ljbffr