Department Manager

Purpose/Description

Reporting to the Department Executive, the Department Manager 1 (Telecommunications) will be responsible for setup and maintenance of telecommunication services and devices for Wayne County. This position will use multiple applications to setup, provision and manage mobile devices, mobile device management, desk phones, soft phones, IM services, Voice over IP (VoIP services), mobile voice, voicemail, auto attendants, videoconferencing, legacy services (Centrex/Analog/Octel), and other related software required.

Responsibilities include troubleshoot and resolve issues related to these services and devices over the phone and engage vendor as needed; manage ticketing system for incidents and service requests; maintain accurate databases and records; work with phone technician regarding service calls and assignments and learn new software related to Telecom services and devices as it becomes available or required by IT.

Required Tasks

• May travel to WC locations to assist with cell phone exchanges.
• Effectively manage time with multiple tickets and assignments to ensure timely completion.
• Problem solve and assist customers over the phone.
• Clearly communicate information via the phone and in writing to employees and vendors.
• Accurately record and update Telecom databases and accounts.
• Learn applications. Setup and manage all VoIP services for customers, including but not limited to, desk phones, soft phones, IM services, VoIP, mobile device management, mobile voice network, voicemail, auto attendant, voicemail systems, legacy services, and devices.
• Learn new software as technology and IT evolves.
• Attend necessary training or educational programs to keep with technology changes.
• Establish and maintain cooperative relationships with individuals and organizations to meet the department’s goals and objectives.
• Schedule or ensure phone technician jobs are being resolved in a timely.
• Perform other duties as assigned.

Educational/Experience Requirements

• An Associates degree in a related field; AND
• Three years’ experience using Microsoft Office Suite O365; AND
• Three years’ experience using and troubleshooting IOS devices; AND
• Three years’ experience managing mobile devices, VoIP telephone systems, assisting others with CISCO desk phones and voicemail set-up;

Note:

Additional years of experienced will be accepted in lieu of the degree.

The Charter County of Wayne

The Charter County of Wayne is Michigan's largest county. We are home to 34 cities and nine townships. From Rockwood to Livonia, from Sumpter Township to the Grosse Pointes, each community in Wayne County offers residents and businesses a unique blend of opportunity to live, work, play and raise families.
Headquartered in Detroit, our largest city and the automotive capital of the world, Wayne County offers a diversified economy and high standards for our residents' quality of life. Our history is rich and we take pride in being one of the most diverse communities that values culture, arts, and world-class amenities.
Wayne County provides leadership that ensures the County operates efficiently, effectively, and responsibly. We provide transparently while building a stronger County inclusive of collaborations, innovation, and a clear focus on serving our residents.
Administration Focus

Public Health Response

Economic Response

Fiscal Responsibility

Operational Efficiencies

Economic Development

Infrastructure Maintenance & Enhancements

Access to Health Care

Community Support

Homeland Security Emergency Management

Parks & Recreation