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Job Overview

Overview

The Supervisor of Technology Delivery, Unified Communications, is a hands-on leader responsible for managing daily team operations, overseeing unified communications deployment and support, and leading onshore and offshore engineers. This role ensures high availability of services for enterprise telecommunication systems that are highly impactful to the patient experience by establishing priorities, enforcing procedures, and driving operational stability. Key responsibilities include system analysis, capacity planning, problem management, and collaboration with application/business owners to optimize performance. Additionally, the supervisor participates in security design initiatives and manages multiple technical efforts. They are accountable for staff administration, coaching, and strategic alignment between applications, infrastructure, and business goals.

Position Details:

+ 1.0 FTE (80 hours per pay period)

+ day shift

+ no weekends

+ salaried position

Job Responsibilities:

+ Directs staff of telephony engineers to provide timely and accurate upper tier support services 24x7. Manage priorities and coordinate with resources to ensure work is completed according to established service levels.

+ Establish a telephony technology roadmap for services to align with broader business strategies and industry best practices. Ensure team stays aligned and aware of latest technology.

+ Provide thought leadership to the continuous improvement of processes policies, and best practices to optimize performance and availability of technologies.

+ Define, track, measure, and distribute telephony KPI metric reports, models, status updates, statistics, and demonstrate team accountability for service level expectations.

+ Participate in on-call rotation to provide technical telephony-based expertise and lead incident response during major outages.

Required Qualifications

+ A.A./A.S. In Computer Science or a computer-related field or 8 years of equivalent experience

+ 3 years Hands-on enterprise telephony hardware technical experience

+ 3 years Leadership experience with increasing levels of accountability

+ 5 years Telecom support experience, including troubleshooting, break/fix, and working within ITSM frameworks (e.g., incident and service request management)

+ Experience working with external telecommunications vendors

+ Excellent oral, written, and interpersonal communication and presentation skills

+ Ability to work collaborative with a range of technical staff, operational partners, and architects to develop joint solutions

+ Ability to facilitate problem solving among groups with varying needs and priorities

+ Excellent analytical skills

+ Ability to multi-task and effectively prioritize work

Preferred Qualifications

+ B.S./B.A. In Computer Science or a computer-related field

+ 5 years Infrastructure experience including technical application work

+ 5 years Direct supervisory or leadership experience in a fast-growing Information Technology environment

+ Experience with ServiceNow

+ Proven continuous service improvement track record

+ Strong customer facing and customer service background

+ Experience within the Healthcare Industry

+ Experience in a large, complex organization

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within thisrange may depend on several factors, such as FTE, skills, knowledge, relevant education, experience,and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If yourrole is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status