TELECOMMUNICATIONS SUPERVISOR - SES - 72000902

Telecommunications Supervisor - Ses - 72000902

Position Overview and Responsibilities: The incumbent to this position is directly responsible for the administration and engineering support of the Service Delivery section in the SUNCOM Customer Services Bureau within the Division of Telecommunications. The incumbent performs all managerial responsibilities including supervision of subordinates, performance evaluations, and disciplinary actions and directs the day-to-day operations of the Section. The incumbent in the position has direct access to agency management information concerning employees and other information of a confidential nature which may relate to personnel issues. Responsibility for personnel assignments, performance evaluations, resource allocation, budgeting, and staff direction for the Service Delivery section. Implement and maintain necessary procedures for internal workgroup and inter-workgroup functions. Ensure that SUNCOM services are correctly ordered and that the orders are installed in a timely fashion for customers. Manage the process of all orders from start to finish. Staff must ensure all orders are handled in a timely manner and that other workgroups assist with orders as needed. Follow orders through the process until they reach the billing department. Responsible for the proper operation and maintenance of the Online Communications Services Authorization-Billing (CSAB) system. Oversee the delivery of voice and data services to the Department of Management Services' buildings, as required, and to all employees housed in those facilities. Ensures the delivery of reliable and dependable voice and data services to the Capital Center Office Complex. Monitors compliance with Florida Administrative Code 60FF (1)(2)(3) for the required SUNCOM customers which include Florida state agencies. Assists staff and customers with clarification and submission of required notices and requests. Handle escalation requests from staff and customers. Engage vendors as needed. Conduct periodic meetings with vendors to discuss areas of improvement and track completion of action items. As part of the escalation process, handling after-hours escalation requires this position to be on a rotation of on call. The shared rotation is currently between positions 72000902, 72000098, & 72001717. This position also works with product managers, engineers, Network Invoicing, and SUNCOM Systems sections to develop processes and deployment of new services. These requirements include all information necessary for the proper ordering, inventory, and the necessary information for invoicing services in modules of the CSAB system. This position provides assistance to the pre-engineering staff with technical guidance (Voice and Data) to support state agencies and other SUNCOM customers regarding advanced aspects of communications systems engineering for Voice and Data services. Works with SUNCOM Systems Section in maintaining and improving CSAB system and any improvement future modules. This position provides support to the Emergency Operations Center during any declared disaster or emergency. Complete other assigned tasks as directed by the Bureau Chief or Executives.

Knowledge, Skills, and Abilities: Knowledge of Telecommunications terminology and procedures. Ability to supervise the other telecommunication specialists. Ability to communicate effectively orally and in writing with vendors, peers, supervisors, technical staff, and users. Ability to verify data for accuracy and completeness. Ability to make decisions and work independently. Ability to work collaboratively in a team environment, and to establish and maintain effective working relationships. Ability to complete work assignments on time and manage other technical staff Ability to provide excellent customer service to internal and external customers. Ability to research, evaluate and resolve customer issues and other problems in a professional manner. Ability to determine priorities for service delivery section. Ability to make timely and accurate decisions during normal operating conditions and critical situations. Ability to apply rules, regulations, policies and agency procedures Accountability, Communication, Empowerment, Flexibility, Integrity, Respect

Minimum Qualifications: Bachelor of Science (BS) degree in Engineering OR 5 years telecommunications experience in a networking environment. Proficiency using Microsoft Office Suite. 3 years' managerial telecommunications experience preferred. Should have a minimum of 3 years' Voice and Data experience in customer service escalation and resolution. Have direct experience with VoIP, MPLS network, and being very familiar with LAN/WAN protocols. Experience with customer service management tools including CSAB, SIMS, Service Now preferred.

Our Organization and Mission: Under the direction of Governor Ron DeSantis, Secretary Tom Berger and DMS' Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida's state government. It is against this backdrop that DMS strives to demonstrate its motto, "We serve those who serve Florida."

Location: Tallahassee, FL, US, 32399