IT Service Delivery Manager Jobs in New Mexico

Core IT Svcs Splst,Sr

Requisition ID req36640

Working Title Core IT Svcs Splst,Sr

Position Grade 16

Position Summary:

The Core IT Specialist, Sr position will serve as the subject matter expert and primary administrator of the Cisco Unified Communications infrastructure, including Call Manager, Unity Connection, Contact Center Express, and associated voice gateways. The specialist will provide daily operational support, coordinate system changes, manage user escalations, and liaise with vendors and technical support services. In addition to maintaining voice services, this role will be pivotal in supporting the strategic goals of the university and hospital by ensuring the reliability and performance of communication systems that thousands of staff, clinicians, faculty, and students rely on.

This is a full-time, benefits eligible position.

Key Responsibilities:

• Configure, and administer Cisco Unified Communications Manager (CUCM) and related applications, including Cisco Unity Connection, Cisco Unified Contact Center (UCCX), Webex, and Jabber.
• Install, configure, and support associated hardware, including Cisco IP phones, gateways, and voice infrastructure components.
• Design, configure, and maintain call routing, dial plans, and call flows to ensure efficient and reliable voice services.
• Administer voicemail systems, including mailbox provisioning, greetings, and messaging policies.
• Integrate Cisco unified communications platforms with Microsoft Teams, Webex, Active Directory/LDAP, and third-party systems.
• Monitor system performance and call quality; proactively identify, troubleshoot, and resolve voice, video, and messaging issues.
• Diagnose and resolve complex technical issues related to connectivity, call quality, signaling, and system performance.
• Plan and perform software upgrades, patches, and maintenance, ensuring system availability and security compliance.
• Implement and maintain disaster recovery and high-availability strategies for unified communications systems.
• Apply and maintain security best practices, including certificate management and secure integrations.
• Provide advanced technical support to end-users for Cisco IP phones, voicemail, and collaboration tools.
• Collaborate closely with network, security, server, and application teams to ensure seamless integration with enterprise infrastructure.
• Create and maintain technical documentation for system architecture, configurations, procedures, and troubleshooting.

Knowledge, Skills and Abilities Required:

• Knowledge of current technological developments/trends in area of expertise.
• Knowledge of computer/computational science, data analysis, and programming technologies, concepts, and techniques.
• Skill in organizing resources and establishing priorities.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to provide technical guidance and leadership to professional personnel in area of expertise.
• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.

See the Position Description for additional information.

Conditions of Employment

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Minimum Qualifications

Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

Preferred Qualifications

• Strong hands-on experience administering Cisco Unified Communications Manager (CUCM) in an enterprise environment.
• Experience with Cisco Unity Connection, UCCX, Webex, and other Cisco collaboration platforms.
• Proficiency in configuring and troubleshooting call routing, dial plans, SIP/H.323, and voicemail services.
• Solid understanding of VoIP and networking concepts, including TCP/IP, routing, and switching.
• Demonstrated ability to troubleshoot voice and video quality issues and complex system outages.
• Experience supporting Cisco IP phones, gateways, and voice infrastructure hardware.
• Knowledge of Microsoft enterprise services, including Active Directory, Exchange, and LDAP integrations.
• Experience with virtualized environments (VMware), Linux-based systems, and SSL certificate management.
• Strong analytical, problem-solving, and documentation skills.
• Excellent verbal and written communication skills with the ability to collaborate across technical teams.
• Ability to work independently while also functioning effectively within a team environment.
• 5+ years of experience administering and supporting Cisco telecommunications or unified communications systems.
• Cisco Collaboration certifications CCNP, or higher.

Additional Requirements Applications need to include a complete professional work history with dates and hours worked.

Campus Main - Albuquerque, NM

Department IT Networks (320A)

Employment Type Staff

Staff Type Regular - Full-Time

Status Exempt

Pay Monthly: $7,014.80 - $11,554.40

Benefits Eligible This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for more information.

ERB Statement As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.

Background Check Required Yes

For Best Consideration Date 6/1/2026

Eligible for Remote Work No

Application Instructions

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Include Resume and Cover Letter. Applicants submitting incomplete application packages may not be considered for interview.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.