Manager, UEN Video Operations Center Job at University of Utah in Salt Lake City

Details

Open Date 07/17/2024

Requisition Number PRN39218B

Job Title Manager, Multimedia

Working Title Manager, UEN Video Operations Center

Job Grade F

FLSA Code Administrative

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

• M-F, 8am – 5pm, and as required.

VP Area President

Department 00336 - KUEN/Utah Education Network

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range 75,900 - $92,000

Close Date

Open Until Filled Yes

Job Summary

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 supports and serves the distance education needs of UEN’s higher education and K-12 stakeholders throughout Utah.

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 regarding the status and reliability of the IVC system, equipment, and hardware.
• Determine user needs and recommend ways to improve system technologies and department efficiencies.
• Communicate with peer departments, UEN leadership, and staff regarding IVC services, department priorities, 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 with service contracts associated with IVC video services.
• Assist with the tracking and management of internal and external capital hardware and equipment.
• Engage and communicate with UEN stakeholders virtually and in-person to build and maintain working relationships.
• Represent UEN to its partners, peer staff, end site users, and various stakeholders throughout the state and nation.
• Collaborate and assist with various IVC-related special events.
• Use multiple software-based applications utilized by the UEN and UEN IVC services.
• Be available for after-hours and weekend work as required.
• Travel as needed.
• Plan and accomplish goals using experience and judgment.

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 the 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. A 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.
• 4-5 years or more experience troubleshooting in a technology-related Help Desk/Call Center environment.
• Exposure to and understanding of network video teleconferencing design and integration concepts.
• Strong understanding of modern network video teleconferencing protocols and standards.
• Knowledge of data networks and VTC applications, software, and hardware technologies.
• Knowledge of IP Telephony and UCM environments is a plus.
• Functional understanding of Cisco Expressway and VCS registration systems.
• Understanding of various live streaming and recording technologies.
• Ability to remotely support statewide users of the IVC system technologies.
• Ability to adapt to a variety of software platforms in both Apple and Windows IOS environments.
• Bachelor’s Degree preferred.

Type Benefited Staff

Special Instructions Summary

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.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status.

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