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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00086769 |
Description Activated On: 5/28/2026 10:32:26 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This is a supervisory and advanced technical position within the Network, Untied Telecom, and Security Operations Division of the Office of Administration/Office for Information Technology. This position is responsible for managing the Office Telephony Services Section. This individual is responsible for establishing project priorities, business requirements, scheduling and assigning projects to staff, directing the completion of these projects, providing technical assistance and guidance in their completion, and evaluating employee performance. This position also identifies training needs and recommends training for staff members as well as the primary business interface with the agencies consuming Unified Telecommunications Services. This role is also to act as liaison between delivery center IT staff, the business, and enterprise teams for all telecom efforts. The Unified Telecommunications Services Section is responsible for the management of all telecom platforms consumed within commonwealth building as well as leveraged by homebased and teleworking staff. The incumbent is responsible to have a firm technological grasp of Unified Communications platforms, PBX and Key Systems, analog telephony services. The section chief is the service manager for three distinct technologies, unified communications and Voice over IP ; Private Branch Exchanges, Key Systems, and analog solutions; and audio visual systems, conferencing gear, and cable TV service provided by Commonwealth Media Services |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Design and implement all aspects of office based Unified Communications technology services to provide a resilient, stable, and supportable environment needed for agency services by leading the architectural design and transition group. Serve as service manager for three distinct technologies, unified communications and Voice over IP ; Private Branch Exchanges, Key Systems, and analog solutions; and audio visual systems, conferencing gear, and cable TV service provided by Commonwealth Media Services. Conduct inventory management and audits of all user, resource, and service accounts for MS Teams Conduct inventory management and audits of all working telephone numbers and lines in use Track and steer the use of emerging telecommunications technologies Set standardization of key services and the delivery of said services to ensure a consistent product is provided to all agencies and program areas. Lead amalgamation of service support staff from DC focused to enterprise focused for anchor solutions such as Teams. Act as the empathetic mediator between customer expectation and organizational constraint. Synthesize the needs of the customer with the needs and current state of the business into potential futures and articulate those futures to bring change. Identify and champion design and implementation best-practice policies for ETSO systems and services. Monitor the effectiveness of the team against SLA/KPI's, driving through change as needed to design and implement effective enterprise services. Provide ongoing assessment of the design and implementation activities of the network and voice technology systems and services and drive continuous improvements. Establish a team culture that unifies the IT teams across the different organizations. Foster and maintain a customer-orientated environment as a business relationship manager to our customers and to the enterprise. Provide day-to-day direction to a matrixed organization that reports centrally to the Enterprise, but provides support to the Enterprise, agencies, and external customers. Support the development and maintenance of the Enterprise technology specific continuity of the operations/business activities identified in the commonwealth continuity plan to respond to emergency interruption of IT services. Manage and provide technical and project leadership regarding the design and implementation of network and voice technology systems and services to ensure the most effective use of equipment and human resources. Determine the balance between short-term and long-term design and implementation programs in support of Unified Communications systems and services. Must be able to asses, build, and execute driving design and implementation readiness for high-demand enterprise service organization. Develop and document standards, objectives, policies, processes, and procedures, and roles and responsibilities to support the design and implementation of enterprise services. Creatively and independently provide resolution to the problems affecting design and implementation of Unified Communications systems and services in a cost-effective manner that meets agency, delivery center, and external customers’ expectations. Continually evaluate the design and implementation of Unified Communications systems and services to ensure sufficient capacity to meet the needs of the agencies and external customers. Assess and communicate incidents affecting the design and implementation of enterprise systems and services. Approve, prioritize, and execute design and implementation project activities supporting the Enterprise project portfolio as they relate to the selection and acquisition of major systems and services. Assist in the definition and communication of procedures, policies, and standards for the design and implementation of enterprise systems and services and other technologies. Establish performance measurement standards and evaluate the performance of subordinate employees as required. Work cross-functionally with various organizations and teams to ensure the solutions, product, delivery, and execution of the road-map, architecture, and strategic plan are considered to ensure optimal customer experience. Identify and mitigate any risk in the design and implementation of enterprise systems and services delivered. Support the Commonwealth executive leadership in planning, performance measurement, and evaluation as assigned. Assist and support the Commonwealth executive leadership in the planning, directing, organization, and evaluation of infrastructure systems, services, and initiatives. Maintain and enhance knowledge of complex architectural and infrastructural concepts, as well as current industry standards and best practices in large enterprises. Demonstrates personal involvement in the support and improvement of ITSM processes and metrics within the ETSO. Supports the ongoing management of IT Service Knowledge within the ETSO. This position will play a key role in the ongoing adoption and maturity of the service management process within the enterprise. Integrates transition and design efforts with Enterprise Architecture initiatives and processes. Travel as required, including overnight stays. Performs other related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. This position serves as the primary interface with upper level management regarding projects, issues, problems, and performance of Unified Telecommunications Services Team. This individual will establish policies, training, and prioritization of support. This individual must be able to prioritize critical issues and ensure the staff is performing at the level necessary to meet goals and desirable customer support levels. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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