At Boston Children's Hospital, success is measured in patients treated, parents comforted and teams taught. It's in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As the teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our Anesthesia Department and discover how your talents can change lives. Yours included.
The Voice Operations/MAC team operates as part of the overall Voice Services team within the ISD department, focused on the daily support of our telephone systems as well as the move/add/change (MAC) process in a busy hospital environment. The team supports telephony and MAC needs throughout all areas of the hospital, with an emphasis on providing exceptional customer service to our end users.
This Telecommunications MAC Team Leader will be responsible for:
Providing daily supervision and direction for a team of voice technicians, made up of full-time staff, contractors and interns.
Assisting the Communication Services Manager in selecting qualified candidates for hire, identifying performance issues, and implementing corrective measures as needed.
Conducting annual performance reviews and recommend employee ratings.
Using the hospital's IT Support ticketing system to distribute work and to ensure that support is being provided according to the department service level agreements.
Training and mentoring staff as needed to ensure that they are able to effectively support our user population. Identifying areas where staff would benefit from additional training.
Overseeing the move/add/change process for both individual moves as well as large departmental moves. Working closely with departmental contacts to ensure that all relevant move data is compiled and made available to the relevant teams in advance of each move.
Ensuring that the technician staff are accurately tracking and capturing chargeback information for all moves/adds/changes in our telecommunications accounting system.
Managing inventory of phone equipment, accessories and consumables, ensuring that stocking levels ensure products are available for all service work and deployments. Work with vendors to ensure competitive pricing and delivery times.
Overseeing the 24x7 on-call support response provided by the voice technicians, and serve as an escalation point when needed.
To qualify, you must have:
Bachelor's Degree in Computer Science or related discipline preferred with a minimum of 3 years of experience.
Strong understanding of the move/add/change process for both telephony and personal computer equipment.
Strong understanding of the principles of Voice over IP technology, ideally in a Cisco VoIP environment, including device provisioning, call processing, voicemail services, E911 and contact center.
Ability to effectively supervise technical staff and ensure that they are adequately trained to support our systems.
A track record of providing exceptional customer service, strong verbal and written communication.
Strong interpersonal skills to be able to regularly work with end users, departmental contacts, technical staff and Facilities project management staff.
BCH offers competitive compensation and unmatched benefits, including a, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Flexible schedule (if applicable). Discover your best.
Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Internal Number: 2893458
About Boston Children's Hospital
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.