Telecommunications/Network Technician Manager

This position is EXEMPT from the State of Delaware Merit System.

Recruitment #032025-J65615-21700

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Summary Statement

We are looking for a Telecom and Audio/Visual Manager to oversee and manage all telecommunications and audiovisual systems within the organization. The ideal candidate will be responsible for ensuring the seamless operation of telecom services, troubleshooting technical issues, and coordinating the installation and maintenance of Audio/Visual equipment. This role will involve managing Avaya Phones and other PBX phone systems across 20+ locations, supporting approximately 2400 users/devices statewide. Strong problem-solving skills, leadership capabilities, and expertise in Audio/Visual technology and telecom systems are crucial for success in this role.

Preferred Qualification

Applicants that do not possess these preferred qualifications will still be eligible for the position if they are certified and possess the required knowledge, skills, and abilities listed in the Essential Functions section.

  • Bachelor’s degree in Telecommunications, Audio/Visual Technology, IT, or a related field (or equivalent work experience)
  • Five plus years of PBX experience, preferably with Avaya, but Cisco Webex experience is also welcomed
  • 5+ years of experience managing telecom and Audio/Visual systems, preferably in a corporate or enterprise environment
  • Proven experience with VoIP, PBX, video conferencing, and digital signage technologies (Avaya, Cisco Webex, etc)
  • Familiarity with Audio/Visual equipment and software (Crestron, FTR, Zoom, Microsoft Teams, etc.)
  • Experience working with VIP-level customer

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

Telecom Management:
  • Oversee the installation, maintenance, and support of telecom systems (VoIP, PBX, mobile devices, etc.).
  • Manage relationships with telecom service providers and vendors, negotiating contracts and pricing.
  • Monitor system performance and troubleshoot issues, ensuring maximum uptime and service reliability.
Audio/Visual System Management:
  • Design, implement, and maintain audiovisual systems across offices, conference rooms, and event spaces.
  • Support video conferencing, digital signage, and other AV-related technologies.
  • Work closely with teams to ensure AV systems are aligned with business needs.
Team Leadership & Collaboration:
  • Lead and train a team of technicians to ensure effective service delivery.
  • Collaborate with IT, Facilities, and other departments to align telecom and AV needs with company goals.
  • Serve as the primary point of contact for all telecom and AV-related queries.
Project Management:
  • Manage projects related to system upgrades, installations, or new implementations at 20+ facilities.
Documentation & Reporting:
  • Maintain detailed records of telecom and AV systems, including inventory, vendor contracts, and troubleshooting logs
  • Provide regular reports to leadership on system performance, issues, and future needs

Job Requirements

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

  1. Extensive experience in telecom/network project management, including handling infrastructure requests, new building installations, and system upgrades. 
  2. Strong background with Avaya PBX systems, with an understanding of call center environments, call routing, voice menu greetings, voicemail systems, and overall system monitoring (phone lines, network connections, etc.). 
  3. Experience in managing complex PBX environments, including handling constant moves, adds, changes, and monitoring system performance. 
  4. Understanding of telephony systems, with the ability to bridge the transition from Avaya to Cisco and Webex VOIP Cloud-based telephony in the future.
  5. Strong understanding of call flow, call center design, call coverage, and specific PBX features, as these will remain relevant even with the transition to newer systems. 
  6. Ability to balance the technical needs of telephony systems with user requirements, ensuring seamless functionality across both traditional PBX and future VOIP systems.
  7. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.

Conditions of Hire

  • A satisfactory criminal background check is required as a condition of hire.
  • Direct deposit of paychecks is required as a condition of hire. 

Benefits

  • Full time employees are eligible for FREE parking!!!
  • To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression. 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
Contact us via conventional means. For further assistance, you may contact us by phone at (302) 739-5458, or e-mail at jobs@delaware.gov.