IIT Functional Supervisor - Voice Services

Frederick County Government; Frederick (MD); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Vacation leave (11 days)

Medical insurance plan

Pension plan

Tuition reimbursement

Job summary

Frederick County Government is seeking a senior leader to direct the Voice Services team responsible for operating, supporting, and modernizing enterprise telecommunications and unified communications across the county. You will supervise staff, manage complex projects, and ensure reliable voice services including SIP, carrier connectivity, and contact-center technologies.

The role emphasizes strategic planning, collaboration with IIT leadership, and oversight of budgets, procurement, and

Qualifications

• Bachelor’s degree in computer science, information systems, cybersecurity, or a related field.
• Minimum of 8 years of work experience in information technology systems, support, or administration including at least 2 years supervising staff.
• Experience in enterprise voice, telecommunications, or unified communications preferred.

Responsibilities

• Provide leadership and supervision for IIT Voice Services staff.
• Oversee enterprise voice platforms, SIP services, and call routing.
• Manage budgets, procurement, and vendor relations for the team.
• Ensure security, privacy, and compliance across voice systems.
• Coordinate incident response and service continuity for voice services.

Skills

Leadership

Supervision

Telecommunications

Voice services

Project management

Security/compliance

Education

Bachelor's degree in computer science, information systems, cybersecurity, or related field

Job description

Exempt; full-time; 40 hours per week; Monday - Friday; 8:00 a.m. - 5:00 p.m.; full-benefits; partial teleworking schedule may be available in accordance with Division policies.

This position provides leadership and functional supervision for the County’s Voice Services team responsible for the operation, support, and modernization of enterprise telecommunications and unified communications services. The position oversees daily voice operations, staff assignments and development, service delivery, incident resolution, system maintenance, and implementation of complex telecommunications projects. Responsibilities include supporting enterprise voice platforms, SIP and carrier services, call routing, contact center technologies, collaboration solutions, and related network infrastructure. The position works closely with IIT leadership, internal departments, telecommunications carriers, vendors, and technical teams to ensure reliable, resilient, and cost-effective voice services while supporting the County’s evolving unified communications strategy.

NOTE: The upper pay range reflects possible wage rates for internal County transfers and promotions, which are calculated per County policy. For external hires, offers are made at the base wage rate, with limited exception.

TOTAL COMPENSATION PACKAGE:
Frederick County offers an extensive compensation package to reflect how highly we value our employees. The following is what you can expect in your first year as a full-time benefited Frederick County Government employee.

• 11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid holidays, plus 2 additional floating holidays (10 and 11 month employees may not receive all holidays)
• Day 1 coverage of comprehensive Medical Insurance Plan options to include generous County Health Savings Account (HSA) contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
• Employee Health Center with no or low-cost primary and urgent care
• 100% County paid 2x annual salary Group Term Life Insurance and Accidental Death & Dismemberment (AD&D) benefit
• County and Employee funded Defined Benefit Pension Plan
  • Vesting after 5 years of service
  • Additional service credit for eligible previous public service, military service, etc.
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• Other employee-paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, Critical Illness, Accident, and Hospital Indemnity Insurance, Lifetime Benefit with Long Term Care plan

NOTE: Benefited employees will accrue service and leave based on the FTE and/or hours worked per calendar year.

For more information, visit our benefits page on the Frederick County Government job opportunities webpage .

• Provide leadership, supervision, and mentoring to IIT staff from a variety of disciplines
• Administer the employee lifecycle process for the department including recruitment, onboarding, development, evaluation, retention, and offboarding
• Serve as a hands-on technical expert and primary administrator for several high-level technical systems
• Identify and remediate technical risks or deficiencies in systems
• Ensure compliance with information security and data privacy policies by implementing access controls, monitoring incidents, and educating users on security best practices
• Provide support for a wide variety of hardware and software systems
• Oversee technical issue resolution for end-users by troubleshooting escalated problems, coordinating with cross-functional teams, and applying emerging technology solutions
• Manage internal and inter-divisional technical projects and new product implementations
• Oversee the design and deployment of endpoint and cloud solutions
• Participate in ongoing divisional planning with division leaders to set short-range and long-range divisional goals
• Implement technical solutions based upon division strategy.
• Lead procurement and budget processes for the team, including overseeing multi-year operating and capital budgets, managing relationships with several vendors, and negotiating pricing for hardware purchases
• Research new products, processes, techniques, and technology
• Manage and evaluate the performance of staff by establishing service standards, monitoring delivery, and improving customer support processes
• Develop product and hardware standards and evaluate support systems and software tools, considering functionality, life cycle cost, risk, and interdependency with other applications and systems
• Collaborate to identify and implement cross-team and cross-department process improvement initiatives
• Mentor employees in key areas such as technology, project management, leadership, and interpersonal skills; identify training needs for staff
• Work with other IIT Teams in coordinating and identifying opportunities for integration between systems includingchange management process and meetings
• Evaluate resource capacity and workload distribution, identifying staffing, skill, and timing needs to meet division priorities
• Lead coordinated response efforts during technical incidents or service disruptions, including triage, communication, escalation, and post-incident review
• Oversee the creation, maintenance, and standardization of technical documentation,
• Identify, advise, and apply IIT policy as required
• Plan and coordinate voice-system lifecycle management, upgrades, maintenance, and modernization initiatives, ensuring changes are properly designed, tested, documented, and implemented with minimal operational risk.
• Ensure the availability, reliability, and support of enterprise voice and telecommunications services, including call-processing platforms, SIP services, carrier connectivity, voicemail, contact-center services, analog services, and associated voice infrastructure.
• Establish and enforce technical standards, procedures, documentation, and operational practices for voice provisioning, MACDs, system configuration, monitoring, maintenance, redundancy, and disaster recovery.
• Serve as the primary technical and operational liaison for Voice Services, working with departments, Network Services, vendors, carriers, and leadership to translate business requirements into scalable and supportable telecommunications solutions.
• Perform other related duties as required

To perform this job successfully, an employee must be able to perform all essential functions satisfactorily. Any employee's position may not be assigned all functions or equipment listed above, and the examples may not cover all functions or equipment that may be assigned. Reasonable accommodations may be provided to enable individuals with disabilities to perform their essential functions.

The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Bachelor’s degree in computer science, information systems, cybersecurity, or a related field
• Minimum of 8 years of work experience in information technology systems, support, or administration which must include at least 2 years of work experience supervising or directing the work of others.

Substitutions for the above-listed required education and experience are a Master’s Degree with 6 years work experience as described above which must include 2 years of work experience supervising or directing the work of others or an Associate’s degree with 10 years work experience as described above which must include 2 years of work experience supervising or directing the work of others.

KNOWLEDGE/SKILLS/ABILITIES

A successful incumbent operating in this role displays the following:

• Advanced knowledge of information security and data privacy requirements, including access controls and incident monitoring
• Advanced knowledge of hardware, software, endpoint, and cloud technologies used across IIT
• Advanced knowledge of project management principles including planning, timelines, stakeholder communication, and change management
• Advanced knowledge of procurement processes, vendor management, and multi-year budget development
• Advanced knowledge of technical documentation standards, including configuration and workflow documentation
• Advanced knowledge of cross-system interdependencies and how applications integrate within enterprise environments
• Knowledge of enterprise voice and telecommunications technologies, including VoIP, SIP, call-processing systems, SBCs, carrier services, analog services, voicemail, contact-center technologies, and associated network infrastructure
• Knowledge of voice-system architecture, redundancy, disaster recovery, lifecycle management, monitoring, and operational best practices within a large enterprise environment
• Skill in supervising, mentoring, and developing staff across diverse technical disciplines
• Skill in troubleshooting and resolving complex technical issues across multiple platforms
• Skill in coordinating incident response, including communication, triage, escalation, and post-incident review
• Skill in data-driven decision-making using dashboards, metrics, and performance indicators
• Skill in facilitating cross-team and cross-department collaboration to improve processes and technical solutions
• Skill in developing and maintaining standardized technical documentation
• Ability to evaluate and implement technical solutions that align with divisional strategy and organizational priorities
• Ability to identify technical risks or deficiencies and implement mitigation strategies
• Ability to manage internal and inter-divisional technical projects and product implementations
• Ability to oversee the design and deployment of endpoint and cloud solutions
• Ability to assess resource capacity, workload distribution, and staffing needs to meet divisional goals
• Ability to research emerging technologies and recommend adoption based on functionality, cost, and system interdependencies

PREFERENCE MAY BE GIVEN FOR:

• Experience providing functional supervision or technical leadership within an enterprise voice, telecommunications, or unified communications team.
• Experience supporting Avaya enterprise voice environments, including Communication Manager, Session Manager, SBCs, SIP endpoints, and related platforms.
• Experience with SIP trunking, telecommunications carriers, DID management, E911, and enterprise voice routing.
• Experience integrating or supporting Microsoft Teams telephony/Direct Routing and unified communications technologies.
• Experience supporting voice services across a large, geographically distributed, highly available enterprise environment.
• Relevant industry certifications or advanced technical training in voice, networking, unified communications, or telecommunications technologies.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• While working in this position, the employee is required to constantly sit, walk, and perform repetitive motions
• While working in this position, the employee is required to constantly work indoors

• Ability to provide own transportation as needed for remote site visits and meetings
• Available for varied working hours as needed for evening meetings and other departmental priorities
• Failure to meet or maintain the minimum qualifications or additional requirements may result in disciplinary action up to and including termination

KIND OF EXAMINATION (may include):

1. An evaluation of qualifications & requirements
2. One or more interviews
3. A pre-employment security sensitive background investigation