Montgomery County, MD

Compensation

Full Description

Salary : $98,662.00 - $174,642.00 Annually Location : 100 Maryland Ave Rockville MD 20850 USA Job Type: Permanent Remote Employment: Flexible/Hybrid Job Number: 2025-00613 Department: Department of Technology and Enterprise Business Solutions Division: TBS 34 OSP Enterprise Cloud Solutions Opening Date: 09/18/2025 Closing Date: 9/26/2025 11:59 PM Eastern FLSA: Exempt About the Position Please note: The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $98,662 to $ 171,895, based on the candidate's qualifications and experience. WHO WE ARE The mission of the is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers. WHO WE ARE LOOKING FOR The Telecommunications Services Manager is responsible for leading and overseeing the delivery, operation, support, and evolution of voice and telecommunications services across a large enterprise organization of 10,000+ employees. What You'll Be Doing This role manages a team of represented (union) employees and works closely with vendors and internal stakeholders to ensure service excellence, cost-efficiency, and strategic alignment during a significant transition from premise-based Avaya PBX systems to a hybrid telecommunications environment that incorporates both legacy systems and modern cloud-based telephony services such as Microsoft Teams Phone. Key Responsibilities include: • Leadership & Team Management: • Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs. • Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements. • Provide coaching, direction, and performance management to foster a high-performing, service-oriented team. • Promote a culture of safety, accountability, and continuous improvement. • Service Delivery & Operations: • Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms. • Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations. • Ensure reliable voice service delivery, timely incident response, and effective problem resolution. • Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction. • Responsible for overseeing telecom hardware/software asset inventory (Teams certified phones, legacy Avaya PBX and related equipment), upgrades, life cycle planning, and decommissioning. • Transition & Project Management: • Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions. • Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure. • Identify opportunities for service optimization, cost reduction, and feature enhancement. • Vendor & Contract Management: • Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors. • Oversee vendor performance, contract compliance, and procurement processes. • Participate in RFPs and vendor selection for telecom systems, support, and services. • Strategic Planning & Budgeting: • Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals. • Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts. Telecommunications services budgets are typically $2 - $4 million annually. • Monitor costs and recommend cost-saving initiatives that maximize value and quality of service. • Compliance & Security: • Ensure telecommunications systems meet regulatory, security, and organizational compliance standards. • Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure. A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision. Hybrid work environment with on-site presence required at least 3 days per week, and for specific operational and team oversight responsibilities. Involves off-hours support or on-call duties during service outages, cutovers, or project milestones. Minimum Qualifications Experience: Five (5) years of progressively responsible professional experience in telecommunications service delivery is required. This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager) OR Microsoft Teams Phone with Operator Connect environments. Education: Graduation from an accredited college or university with a Bachelor's Degree. Equivalency: An equivalent combination of education and experience may be substituted. Preferred Criteria, Interview Preferences All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following: • Bachelor's degree in Telecommunications, Information Technology, or a related field; or equivalent combination of education and experience • Experience with enterprise voice systems such as Avaya PBX and migrations to Microsoft Teams or similar UCaaS platforms. • Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP. • Familiarity with ITIL processes and service management tools. • Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Audiocodes), and network QoS best practices. • Experience with management and supervision of IT staff IMPORTANT INFORMATION The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position. Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws. MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference. All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview. This will establish an Eligible List that may be used to fill both current and future vacancies. If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume. Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website. Leave Benefits Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents. Retirement Benefits All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals. Tuition Assistance & Student Loan Forgiveness Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path. Free Mass Transit Benefit County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro. Reduced Child and Health Care Costs Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year. Employee Wellbeing We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being. Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits 01 MQ Question MANAGER III (000112) How many years of progressively professional experience do you have in telecommunications service delivery? This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager) OR Microsoft Teams Phone with Operator Connect environments. • No Experience • 1-2 Year's Experience • 3 Year's Experience • 4 Year's Experience • 5 Year's Experience • 6 Year's Experience • 7 Year's Experience • 8 Year's Experience • 9+ Year's Experience 02 MQ Question MANAGER III (000112) What is your highest level of completed education? • N/A • High School/GED • Associate's Degree • Bachelor's Degree • Master's Degree • Juris Doctor • Doctorate 03 MQ Question Degree Do you have a degree in Telecommunications, Information Technology or related field? • Yes • No Required Question