Advertising Summary: VCU Telecommunications Services is
seeking an experienced Lead Telecommunications Incident &
Operations Specialist to join our team. This position strengthens
operational support by leading first-level escalations,
coordinating the timely triage and resolution of incidents and
service requests, supporting daily telecom operations, and
collaborating with internal teams and external vendors to deliver
reliable, responsive, and high-quality telecommunications services
across the university and health system.
Unit: Technology Services
Department: Telecommunications Services
Department Summary: Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.
Duties & Responsibilities:
The Lead Incident & Operations Specialist is responsible for leading the response to telecom-related incidents and service requests, serving as the first-level escalation point before engaging senior technical, operational, or management stakeholders. This role ensures high quality support by assessing, triaging, and resolving a wide range of issues, including call quality problems, voicemail access issues, and service outages. The specialist performs advanced troubleshooting, escalates critical or unresolved issues according to established protocols, and ensures all incidents and changes are managed in alignment with department procedures and intervals.
In addition to incident management, the role supports day-to-day telecom operations by processing complex MAC (Moves, Adds, and Changes) requests, coordinating with internal teams and external vendors, and driving efficient, accurate resolution of telecom service needs. The Lead Specialist is responsible for clear and timely communication with stakeholders, ensuring end users and management are kept informed during major outages. The role collaborates closely with cross-functional teams to support seamless service delivery. Additionally, the Lead Specialist maintains thorough documentation of incidents and work orders, and actively contributes to the development and maintenance of knowledge base resources to enhance team efficiency and drive continuous improvement.
This position will require the ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements, and/or attend professional development opportunities.
Minimum Qualifications
Unit: Technology Services
Department: Telecommunications Services
Department Summary: Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.
Duties & Responsibilities:
The Lead Incident & Operations Specialist is responsible for leading the response to telecom-related incidents and service requests, serving as the first-level escalation point before engaging senior technical, operational, or management stakeholders. This role ensures high quality support by assessing, triaging, and resolving a wide range of issues, including call quality problems, voicemail access issues, and service outages. The specialist performs advanced troubleshooting, escalates critical or unresolved issues according to established protocols, and ensures all incidents and changes are managed in alignment with department procedures and intervals.
In addition to incident management, the role supports day-to-day telecom operations by processing complex MAC (Moves, Adds, and Changes) requests, coordinating with internal teams and external vendors, and driving efficient, accurate resolution of telecom service needs. The Lead Specialist is responsible for clear and timely communication with stakeholders, ensuring end users and management are kept informed during major outages. The role collaborates closely with cross-functional teams to support seamless service delivery. Additionally, the Lead Specialist maintains thorough documentation of incidents and work orders, and actively contributes to the development and maintenance of knowledge base resources to enhance team efficiency and drive continuous improvement.
This position will require the ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements, and/or attend professional development opportunities.
Minimum Qualifications
- College degree in telecommunications, information technology,
or a related field; or an equivalent combination of education,
training, and relevant experience.
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