IT Service Delivery Manager

Responsibilities

• Support Team Members by building new hires, moves/adds/changes, application access & trouble tickets
• Perform administration of Cisco Unified Communications Manager, Cisco Unity Connection & Cisco Contact Center Enterprise
• Monitor Unified Communication system applications to ensure peak performance
• Handle 2nd level incident/trouble tickets & escalate to appropriate persons or groups if necessary
• Assist in monthly system patching & testing of Unified Communication systems
• Provide regular status on tasks accomplished, current issues & progress toward goals
• Create and maintain documentation as it relates to standard operating procedures
• Monitor and test voice network performance, and provides performance statistics and reports
• Collaborate with other team members across IT and the business
• Participate in rotating on-call coverage or emergency response as need
• Provide coaching, mentoring, and training to UC Admin 1's
• Primary point of escalation for UC Admin 1's to assist them with higher level troubleshooting
• Work with UC Engineers on higher-level projects

Required Skills and Qualifications

• Computer-related degree or equivalent experience
• 3 years of experience in Information Technology
• 2 years of experience with Cisco application administration
• Experience with Cisco Call Manager and Unity Connection
• Strong working knowledge of TCP, UDP, SIP and VoIP
• Configuring, troubleshooting and maintaining networking systems
• Communicate technical issues and solutions in a clear, simple and understandable way
• Strong Microsoft Office experience (Word, Excel, PowerPoint)
• Experience working in ticketing systems (ServiceNow)
• Onsite, full-time attendance
• Experience with Cisco Call Manager, Cisco Unity Connection & Cisco Contact Center Enterprise

Benefits

We offer a competitive salary and benefits package, including health insurance, paid time off, and professional development opportunities.