Manager, Multimedia

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.

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

Responsibilities

• 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.
• Assist with the oversight, analytics, and regular reporting of the VOC Tier 1 department support services and performance, including reviewing, tracking, and escalating trouble tickets for follow-up and resolution.
• Provide reports and maintain technical information for UEN management regarding the status and reliability of the IVC system, equipment, and hardware.
• Assist with determining user needs and requirements and recommend ways to improve system technologies and department efficiencies.
• 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.
• 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 to build, manage, and maintain working relationships with internal and external stakeholders.
• 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.
• Use multiple software-based applications utilized by UEN and UEN IVC services.
• Work after hours and weekends as required.
• Travel as needed.
• 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 to analyze, plan, and draw conclusions for recommendations to superiors.
• Demonstrated leadership skills in planning and directing employees and processes to effectively monitor and develop subordinates and to ensure the smooth operation of the 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.
• 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.
• A capable knowledge of data networks and VTC applications, software, and hardware technologies.
• 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.

Additional Information

UETN is a business unit of the University of Utah responsible for the state’s education and telehealth IT infrastructure and associated services.

This position may require the successful completion of a criminal background check and / or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

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