Manager, UEN Video Operations Center

Manager, UEN Video Operations Center

Job Summary

The Utah Education and Network (UEN) is seeking an Operations Manager for its UEN Video Operations Center (VOC). The UEN VOC is the first point of contact for technical support of UEN's world class IVC System, which is a service-provider grade video and collaboration-based service that supports and serves the distance education needs of UEN's higher education and K-12 stakeholders throughout the state of Utah.

The VOC manager will have direct supervisory responsibilities for the daily operation and oversight of the UEN VOC and Video Tier 1 support group.

• Position will manage the daily operations of the UEN VOC and Tier 1 technicians in providing statewide support of all software-based platforms and endpoint hardware connectivity of the UEN IVC system and associated services.
  
  Responsibilities
  • Position will manage the daily operations of the UEN VOC and Tier 1 technicians in providing statewide support of all software-based platforms and endpoint hardware connectivity of the UEN IVC system and associated services.
  • Position will assist with the oversight, analytics and regular reporting of the VOC Tier 1 department support services and performance. Including but not limited to reviewing, tracking, and escalating trouble tickets for follow up and resolution.
  • Provide reports and maintain technical information provided to UEN management regarding the status and reliability of the IVC system, equipment, and hardware.
  • Position will assist with determining user needs and requirements and recommend ways to improve system technologies and department efficiencies.
  • Position will work and communicate with peer departments and managers, UEN leadership, and staff regarding IVC services, department priorities, dependencies, and related daily technical support aspects of the VOC.
  • Carry-out projects and assignments at the request of UEN management and administration.
  • Assist the IVC administrator in establishing and managing VOC Operations budgets.
  • Review and update VOC internal and external processes, policies, and procedures as they relate to IVC services.
  • Assist the department administrator regarding all service contracts associated with IVC video services to include Cisco FLEX and SmartNet.
  • Assist the department administrator regarding the tracking and management of internal and external capital hardware and equipment.
  • Engage and communicate with UEN stakeholders virtually and in-person helping build, manage, and maintain working relationships with internal and external stakeholders as needed.
  • As a manager the position must be prepared to represent UEN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.
  • Collaborate, coordinate, and assist with various IVC related special events.
  • Position is required to use multiple software-based applications utilized by the UEN and UEN IVC services.
  • After hours and weekend work as required.
  • Ability to travel as needed.
  • Must rely on experience and judgment to plan and accomplish goals.
  
  Minimum Qualifications
  Bachelor's degree in a related area or equivalency (one year of education can be substituted for two years of related work experience). Four years of progressively more responsible management experience. Background knowledge of hiring department's area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department. Master's degree in a related area may be preferred.
  
  Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
  
  Preferences
  The ideal candidate will possess the following skill sets and knowledge-base:
  
  • Minimum of four years of IT management experience.
  • At least 4-5 years or more experience of troubleshooting duties in a technology related Help Desk/Call Center environment with the ability to implement, test, operate and troubleshoot related equipment.
  • Exposure to and understanding of network video teleconferencing design and integration concepts.
  • A strong understanding of modern network video teleconferencing protocols, standards, concepts, and trends, including but not limited to: QoS, SIP, H.320, 323, 264, 265, 460, http/https, etc.
  • A capable knowledge of data networks and VTC applications, software, and hardware technologies (TMS, TCS, MCU, CMS, Webex, Zoom, VCS, and the Cisco acquired video technologies portfolio), as well as other vendor network and video-conferencing platforms and hardware.
  • Knowledge of IP Telephony and UCM environments a plus.
  • A functional understanding of Cisco Expressway and VCS registration systems.
  • An applicable understanding of various live streaming and recording technologies and processes.
  • Demonstrable ability to remotely support statewide users of the IVC system technologies.
  • Candidate must be well versed in and able to adapt to a variety of software platforms in both the Apple and Windows IOS environments.
  • Bachelor's Degree preferred.
  
  Special Instructions
  
  
  Requisition Number: PRN39218B
  Full Time or Part Time? Full Time
  Work Schedule Summary: M-F, 8am - 5pm, and as required.
  Department: 00336 - KUEN/Utah Education Network
  Location: Campus
  Pay Rate Range: 75,900 - $92,000
  Close Date:
  Open Until Filled:
  
  To apply, visit https://utah.peopleadmin.com/postings/168042
  
  
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