Regional Technology Manager
Job Description:
This position it located in Baltimore, MD. It reports to the Leader, Regional Technology Managers and is responsible for the day-to-day operation of the Regional Business Technology (BT) team(s) supporting Baltimore, MD, Raleigh, NC and Sterling, VA facilities. The RTM position will be a blended position comprised of (A) Network Administrator and/or (B) Voice LAN/WAN Administrator.
Responsibilities:
The RTM is a part of the CEC Sr. Leadership Team. As such, it is the expectation that the RTM fully participate in and support all Leadership Team activities. Additionally, this position will supervise direct reports in both End-User Support and Telecom or Network Specialist positions. As the leader of the BT team within the CECs, the Regional Technology Manager must demonstrate strong teambuilding skills and work hand-in-hand with CEC Leadership to ensure all members of the BT department are focused on supporting the goals and activities of the CECs.
(A) Network Administrator
The RTM is responsible for performing all network and systems administration functions for those facilities as well as providing supervision & work direction guidance and review to all regional IT staff.
1 Coordinate all IT related issues with Regional business units.
2 Perform Network Administration functions: managing user accounts, network security, data protection (power management, backups, etc.), network performance and Microsoft Windows server management.
3 Acting as Senior Level Technician assisting End User Support Specialist when there are issues that they cannot resolve. Included in this are any troubleshooting, diagnostic, and repair duties that cannot be performed by the support specialist.
4 Assist Leader, Regional Technology Managers in planning, managing, and administrative functions as it relates to the region and its business units.
5 Update and maintain network documentation as it relates to their region.
(B) Voice/LAN/WAN Administration
The RTM is responsible for performing duties related to both voice and data communication systems for the entire region they are assigned. These duties include but are not limited to:
1 Respond to all trouble calls related to voice and data networking systems and assist the network administrators in network troubleshooting as needed.
2 Identify, troubleshoot, and repair all problems with their region’s voice/data communication systems. (This includes but not limited to PBX’s, voice mail systems, routers, switches, hubs and telephony servers.)
3 Maintain and support regional WAN connectivity and the regional remote access solution.
4 Visit associated remote sites on an as needed basis to perform setup or changes required in WAN or voice communications.
5 Evaluate, coordinate, set up and maintain call vector programming, voice mail and end user phone equipment for all associated locations.
6 Manage and maintain documentation as it relates to regional voice, video conferencing and data communication systems.
Additional Responsibilities:
Additional responsibilities include, but are not limited to: maintaining network documentation and user instructions, supporting all Microsoft BackOffice products in the region, providing primary support for Cisco switches and routers, coordination of the installation of all computing equipment, management of backups and restores in the CEC office.
Qualifications:
Experience
Candidate must have at least 5 years experience working in a team atmosphere, managing a multi-office Windows domain with Cisco networking experience. MS SQL and Avaya experience is preferred. Management of a technology team within a call center environment is preferred.
Education
College Degree with MCSE and CCNA or equivalent experience. Experience managing a Windows Domain, Windows 2003, HP OpenView, Arc Serve, and HP server hardware and software is a plus. Excellent verbal and written skills and the ability to readily adapt to new technologies required.