Infrastructure Manager I – Telecom (Remote based in the US)

JOB SUMMARY

The Manager of Infrastructure will be responsible for overseeing the strategic planning, implementation, and maintenance of all telecommunications systems within the organization. This role will encompass managing a team of professionals dedicated to ensuring seamless connectivity, reliability, and security across our telecom network infrastructure.

The Manager of Infrastructure role provides critical support for troubleshooting and resolving telecom, network, server, and connectivity issues promptly. Additionally, it includes oversight of office IT solutions, monitoring Infrastructure MSP responsiveness, and providing technical support as needed. The manager participates in telecom design, oversees support for Citrix, VDI, Server, Network, and Storage technologies, and guides troubleshooting efforts with MSPs and SIAM teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Management of the enterprise telecom infrastructure and technologies. This includes managing the relationships with telecom service providers and vendors, including partnering with Conifer’s parent company as telecom is transformed and future technologies are implemented.
• Manage all service providers that support telecom and voice infrastructure ensuring SLAs are being met, and process and procedures are being followed.
• Provide support including troubleshooting and resolving telecom, network, server and connectivity related issues in a timely manner.
• Oversight of office IT solutions, monitoring of Infrastructure MSP responsiveness to office needs, and 2nd/3rd tier technical support as needed.
• Participation and assistance with telecom, design, oversight and support of Citrix, VDI, Server, Network and Storage technologies as needed. Includes providing troubleshooting direction with MSPs and SIAM teams.

SUPERVISORY RESPONSIBILITIES 

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

• Direct Reports (titles) Senior Analysts and Analysts
• Indirect Reports (titles) 1 – 30+ (Outsourced)

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience with on premise and hosted phone system technologies, particularly Cisco Unified Call Manager and Microsoft Teams Voice.
• Experience and knowledge of unified communications and voice technologies including VoIP, SIP, MPLS, SBC, video conferencing, and WebRTC.
• Experience managing work in an ITSM system using ITIL best practices, preferably ServiceNow, including Incident, Change, Request, and Problem management.
• Ability to analyze performance metrics, identify problem areas, and deliver solutions to enhance quality of service and to prevent future problems.
• Ensure Conifer has the skills and capabilities required to deliver business and technical commitments in the UC space. Have a focus on continuous improvement and providing roadmaps to reduce technical debt.
• Experience overseeing the design and troubleshooting of complex voice and data networks.
• Diverse, multi-discipline experience leading IT teams with a proven track record of managing operations including management of SLAs, developing strategies, etc.
• Experience with disaster recovery and business continuity implementation and governance. Manage sysops tools, vendor relationships, contracts, strategic sourcing, legal, risk, and business support services as needed.
• Manages projects, people, customer expectations, and business priorities to achieve customer satisfaction.
• Ability to successfully oversee numerous projects and applications simultaneously with little oversight or direction.
• Must possess experience with budget management, team building and leadership, application support, and project/program management.
• Excellent written and verbal communication skills are required in addition to the ability to effectively develop and deliver presentations to leadership.
• Demonstrated problem solving techniques.
• Ability to coach and build skills within the team.
• Experience with revenue cycle management processes is desired.
• Public Cloud experience, such as Azure, or AWS, is desired.

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Bachelor’s degree in computer science, engineering, management information systems, or equivalent work experience.
• 10+ Years IT Experience, preferably in the contact center, or telecom support space.
• 2+ years leadership experience

PREFERRED CERTIFICATIONS/LICENSURE

Include minimum certification required to perform the job.

• MCSA or Windows 10 (MD-100) (MD-101) or CompTIA A+

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to work in sitting position, use computer and answer telephone

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Office Work Environment

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost, and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $98,592.00 – $157,664.00 annually. Compensation depends on location, qualifications, and experience.
• Position may be eligible for an Annual Incentive Plan bonus of 10%-25% depending on role level.
• Management level positions may be eligible for sign-on and relocation bonuses.

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, life, and business travel insurance
• Management time off (vacation & sick leave) – min of 12 days per year, accrued accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.

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