STATE TELECOMMUNICATIONS SUPPORT SERVICES MANAGER 35082

EFFECTIVE DATE: 07/01/91 EEO CODE: B

This is the second and single position class in the Telecommunications Support Services series. This position is responsible for managing sections that provide telecommunications services to multiple state agencies which includes processing service orders, determining federal tariff compliance, reconciling vendors invoice, resolving customer agencies billing problems, training customer agencies on telephone and network usage, updating and distributing the state telephone directory, and providing twenty-four hour directory assistance to customer agencies. This class is distinguished from the Telecommunications Support Services Manager by its responsibility for supervising a unit that provides telecommunications services to multiple state agencies.

Complexity of Work: Performs managerial work of unusual difficulty which involves processing service orders, developing service procedures for statewide technical training on the operation of networks, equipment, services, and systems features and managing supervisors that provide telecommunications support services to multiple state agencies. Oversees telecommunications support services sections that receive, process and submit service orders to vendors, reconcile vendor invoices for services and equipment, and maintain equipment and inventory data base files. Train state agencies on telephone and network usage; reviews federal tariffs for new customer pricing; provides twenty-four hour directory assistance to agencies, institutions, and the public; and reconciles vendors' bills and customers' charge-back billing. Resolves and approves billing discrepancies and payments between customer agencies and telecommunications vendors. Evaluates new software products and methods used within the telecommunications industry to improve support services to agencies and institutions. Conducts performance evaluations, hires new staff, counsels staff, establishes performance expectations and develops new operating procedures and practices for units. Compiles telecommunications management reports in order to address goals, objectives, strategies, and establish budgets.

Supervision Given: Supervises Business Managers, a Technical

Training Supervisor, and an Office Services Supervisor Senior.

Supervision Received: Receives administrative direction from a Information Technology Division Director.

Scope: Work affects the operational availability of telecommunications services and equipment to customer agencies; the charges associated with the services; and training on network and telephone usage.

Impact of Actions: Effective job performance ensures timely installations of telecommunications services, adequate training, and

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proper billing and collection for services provided to state agencies. Ineffective job performance can cause major financial loss to the Department of Information Technology through lost revenue for telecommunications services or cancellations of services.

Personal Contacts: Frequent internal contacts with systems development and engineering staff concerning systems enhancements and frequent external contacts with telecommunications equipment vendor managers and agency/institution telecommunications staff concerning the availability of services and the resolution of billing problems.

Knowledges: Comprehensive knowledge of telecommunications networks, systems and services, employee relations practices and principles, management principles and theories, and state organizations.

Skills: None identified for this class.

Abilities: Demonstrated ability to supervise technical employees; to work cooperatively with others to accomplish goals; to communicate both orally and in writing; to coordinate telecommunications services between vendors and agencies; to compile statistical data into reports; to analyze and resolve problems; to develop and implement procedures; to manage multiple projects and establish priorities; and to use computer hardware and software.

QUALIFICATIONS GUIDE*

Licenses or Certification: None.

Education or Training: Graduation from an accredited college or university with major course work in business, management, telecommunications, or a related field.

Level and Type of Experience: Considerable experience in managing a telecommunications support staff.

An equivalent combination of training and experience indicating possession of the preceding know ledges and abilities may substitute for this education and experience.

This class was established as a result of the Classification Review/Specification Update Program and replaces one of the positions in the Communications Engineer Manager Class. effective July 1991.