Network Admin/Call Center Mgr

Position Purpose:

 The Infrastructure and Call Center Manager is responsible for all, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure, as well as to keep the Call Center functioning at optimal conditions. This individual participates in technical research and development to enable continuing innovation within the Union, as well as ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff and volunteers to perform at the highest level.

This individual will assist with projects, technical issues in the Initiation and planning phases of Project life cycle. These activities include the definition of needs, benefits, and technical strategy; research & development within the project; technical analysis and design; and support of staff in executing, testing and rolling-out of solutions. The individual will also work closely with managed service providers and vendors to ensure the optimal performance of the Local’s IT infrastructure.

This individual is accountable for all Systems and Application that support the infrastructure. Responsibilities on these systems include engineering and provisioning, operations and support, to ensure security and uptime.  Additionally, the Infrastructure and Call Center Manager are responsible for all aspects of SEIU Local 2015’s outbound call center and IVRs.  All other duties as assigned by IT Director.

Any one position may not include all of the specific duties and responsibilities listed. Examples provide a general summary of the work required and should not be treated as a total and complete list of expected duties to be performed by employees in the classification.

Responsibilities:

• Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.  
• Install and configure infrastructure applications. Develop, document and maintain installation and configuration procedures and policies. Research and recommend innovative, and where possible automated approaches for system administration tasks.
• Maintains system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor.

 Operations and Support:

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular security monitoring to identify any possible intrusions.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Create, change, and delete user accounts per request.
• Provide Tier III/other as needed. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures.  Coordinate and communicate with impacted departments.  

Maintenance

• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade and configure system software that supports infrastructure applications or operational needs.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.  Configure CPU, memory, and disk partitions as required.
• Maintain data and monitoring equipment.
• Coordinate with Managed Service Providers on monitoring, backup, and incident support/resolution  

  Call Center

• Manage the daily operations of the call center.
• Set up and monitor outbound call campaigns and IVR’s 
• Train users on use and functionality of call center.
• Schedule call campaigns and IVR’s and preparing daily, weekly and monthly reports.
• Generate call list for call campaigns.
• Work with supervisors, operators and third parties to ensure there are no technical issues during campaigns.
• Maintain call center computer, server maintenance and software updates.
• Setting and meeting performance targets for speed, efficiency, quality and how effective the scripts are.
• Perform other duties as required to support the department and mission of the organization.

Department/Local Union Structure:

• Interact positively with all staff.
• Occasional non-IT related organizing and campaign work
• Required to remain abreast of new technologies 
• Perform other duties as required to support the department and mission of the organization.

Qualifications:

• Bachelor (4-year) degree, with a technical major, such as engineering or computer science or equivalent experience.
• MCSE, CCNA/CCNP, A+ certification.
• 5 yrs. Experience working with server, network switches, routers, LAN and WAN topologies.
• Experience with Network and Server equipment as well as staging, configuring, imaging and backups.
• Minimum 5 yrs. installing and maintaining Windows Servers and Windows Desktops.
• Experience with Hyper-V, Citrix and VMware server virtualization.    
• Voice over IP experience.
• Ability to work effectively as part of a team
• Ability to work with people from diverse backgrounds and cultures • Experience working with Call Center applications.
• Experience working with SQL databases.
• Excellent problem solving skills.
• Ability to perform complex data-related tasks in a fast-paced environment with attention to detail.
• Ability to communicate technical procedures in non-technical terms.
• Ability to manage multiple short deadlines simultaneously.
• Ability to quickly adapt to new technologies and systems.
• Ability to follow complex instruction with minimal supervision.
• Ability to lift 50 pounds.
• Strong initiative and ability to work under pressure, with minimal supervision.
• Strong personal planning and time management skills
• Ability to exercise discretion and good independent judgment
• Willingness and ability to travel
• Willingness to work long and irregular hours, including nights and weekends.

Physical Demands:

 Sitting at a computer workstation for extended periods typing. Lifting up to 50 pounds. Employees must recognize that working in the labor movement is tough, demanding work, which sometimes requires working long or irregular hours that may necessitate over time. Some limited travel may be required.

 Scope and Nature of Supervision:

 The Call Center & Infrastructure Manager reports to the IT Director or designee.

 Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.

SEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.