IIT Functional Supervisor - Voice Services

IIT Functional Supervisor - Voice Services

Salary

$111,863.98 - $190,168.76 Annually

Location

Winchester Hall - Frederick, MD

Job Type

Full-time Regular

Job Number

FY27-00151

Department

IIT

Division

Interagency Information Technology

Opening Date

09/21/2026

Closing Date

10/12/2026 4:00 PM Eastern

FLSA

Exempt

• Description
• Benefits
• Questions

JOB INFORMATION

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.

Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

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.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

• 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 including change 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 employees 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.

QUALIFICATIONS AND REQUIREMENTS

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

ADDITIONAL INFORMATION / EXAMINATION PROCESS

• 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

KIND OF EXAMINATION (may include):

• An evaluation of qualifications & requirements
• One or more interviews
• A pre-employment security sensitive background investigation

Frederick County Government is committed to providing an inclusive work environment and complies with all applicable laws and regulations regarding workplace accommodation, including for individuals with disabilities. Applicants who require reasonable accommodation during the application and hiring process may contact the Talent Acquisition section of Human Resources. Inquiries about accommodations can be sent to Recruitment@FrederickCountyMD.gov

Retirement Plan:

A defined benefit retirement plan is provided for all regular County employees. Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (5 year vesting, effective 07/01/2024) depending upon position classification. The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit. Retirement benefits are payable at normal, early or delayed retirement. Retirement benefits are also payable upon termination and in the event of death or disability.

Health Insurance:

County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs. The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions. Medical insurance goes into effect on the first day of active employment.

Dental Insurance:

Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan. Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee. Dental insurance goes into effect on the first day of the month that follows the eligible employees completion of 30 days of active employment

NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.

Flexible Spending Accounts:

The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars. Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses. The maximum contribution is $3,400 per year for Health Care Spending and $7,500 for Dependent Care Spending (work-related day care expenses). Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors services, and eyeglasses / contact lenses.

Life Insurance:

Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death. Employees do not contribute to the premiums for this coverage. A Supplemental Life Insurance is also offered to regular County employees. The plan allows employees to purchase individually owned term life insurance for themselves, their spouse, and their dependents.

Savings Plan - Deferred Compensation:

The County offers a Section 457 Plan. Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account. Contributions are invested at the employees direction into one or more of the variety of investment options offered by the plan. Changes may be made to the contribution levels, investment options, etc. at any time. Contribution maximums are set each year by the IRS.

Educational Reimbursement Program:

County employees who have successfully passed their probationary period may apply for education reimbursement for courses that can improve or develop an employees capabilities related to their current job or for a promotional opportunity within Frederick County Government. The benefit also covers the costs of job-related non-credit courses. If the employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books. If an employee doesnt remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.

Employee Assistance Program:

This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job-related issue or concern.

Leave

Annual Leave - Employees are eligible to use Annual Leave after their 6 month probationary period. Annual Leave accrues as follows: Years of service days per year

0 - 2 years 11 days

2 - 10 years 17 days

10 + years 24 days

Sick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.

Sick Leave may also be used for illness of an employees child, dependent, spouse, parent or parent-in-law. There is no limit on the amount of sick leave accumulated. Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement.

NOTE: Regular benefited part-time employees earn annual and sick leave on a pro-rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.

Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, and Military.

Holidays:

The County observes 10 holidays every year and 11 are observed on years of General Elections.

For additional information on Frederick County Governments benefits package, please visit the Division of Human Resources website at www.FrederickCountyMD.gov.

All hires before January 1, 2012, will follow the benefit and leave rules as described in the Personnel Rules amended October 3, 2013.

01

Your application, which includes any associated supplemental questions, must be complete at the time of submission and must clearly articulate the required work experience relevant to the position for which you are applying. The experience you indicate in your responses to the supplemental questions must also be described, in detail, on the Work History section of this application. Your application may be considered incomplete if vague descriptions of experience are included or if you cite experience in your supplemental question response that is not included on the Work History section of this application. When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience based on the information submitted, or if you state "see resume" as your response, your application may not be considered further.

• I have read and acknowledge the above instructions.

02

Which best describes your level of education?

• Less than Associates degree
• Associates degree received
• Bachelors degree received
• Advanced degree received

03

If you have earned a college degree, was it in computer science, information systems, cybersecurity, or a related field?

• Yes
• No

04

How many years of work experience in information technology systems, support, or administration do you have?

• Less than 6 years of work experience
• 6 years of work experience
• 7 years of work experience
• 8 years of work experience
• 9 years of work experience
• 10 years of work experience

05

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not be considered further.

06

Does your work experience in information technology systems, support, or administration include at least 2 years of work experience supervising or directing the work of others?

• Yes
• No

07

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not be considered further.

08

Do you have experience providing functional supervision or technical leadership within an enterprise voice, telecommunications, or unified communications team?

• Yes
• No

09

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not receive the preference credit.

10

Do you have experience supporting Avaya enterprise voice environments, including Communication Manager, Session Manager, SBCs, SIP endpoints, and related platforms?

• Yes
• No

11

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not receive the preference credit.

12

Do you have experience with SIP trunking, telecommunications carriers, DID management, E911, and enterprise voice routing?

• Yes
• No

13

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not receive the preference credit.

14

Do you have experience integrating or supporting Microsoft Teams telephony/Direct Routing and unified communications technologies?

• Yes
• No

15

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not receive the preference credit.

16

Do you have experience supporting voice services across a large, geographically distributed, highly available enterprise environment?

• Yes
• No

17

Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed. NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not receive the preference credit.

18

Do you have relevant industry certifications or advanced technical training in voice, networking, unified communications, or telecommunications technologies?

• Yes
• No

19

Please provide details regarding any relevant industry certifications in the text area below.

Required Question

Employer Frederick County Government

Address 12 East Church Street

Frederick, Maryland, 21701

Phone 301-600-1070

Website http://www.FrederickCountymd.gov/jobs