Technical Services Manager @ MSCCN (Military Spouse Corporate Career Network)

Job Description

Join WCCCA – the second largest 9-1-1 Emergency Communications Center in the State of Oregon. Leverage your skills, talents and leadership experience by joining our executive team to lead our Technical Services Division!

The Technical Services Manager provides leadership, management oversight, and project planning for the technology and systems that support critical public safety communications. This position plays a key role in aligning technology investments and initiatives with organizational priorities, operational needs, and long-term goals. In this role, you will work collaboratively with executive leadership, operational managers, and external partners. Our Technical Services Manager ensures the reliability, security, and effectiveness of the technology infrastructure that supports emergency communications and the first responders who depend on it.

This position is responsible for providing leadership and management oversight of personnel, systems, and equipment in the Technical Division. This position provides direction, project planning and personnel management of Computer Aided Dispatch (CAD), Geographic Information Systems (GIS), Information Technology (IT), Wireless Technology (WT), Radio Technology (RT), Help Desk and Facilities.

This position performs a variety of administrative, financial/budgetary development and management, managerial and technical tasks related to assigned area of responsibility.

The Technical Services Manager provides strategic oversight in conjunction with technical supervisory staff to plan, organize, and manage technical support staff and the related activities within the Technical Services Division engaged in the support of 9-1-1 and Dispatch Operations, telecommunications, IP Networks, microwave networks, CAD systems, radio communications, communications infrastructure maintenance, end user equipment repairs and maintenance, facilities maintenance, technical support for internal and external systems users, divisions, and customers.

This is an exempt position and a member of the executive management team.

Examples Of Essential Duties

Duties may include, but are not limited to, the following:

• 1. Provide leadership and work with staff to create a high performance, service-oriented work environment that supports the Agency’s mission, objectives and service expectations; provide leadership and participate in programs and activities that promote a productive and positive employee relations environment.
• 2. Provide direction and leadership for Radio Services Supervisor, Facilities Services Supervisor and IS Supervisor to plan, prioritize and coordinate the work of staff involved in operations, maintenance and repair of the WCCCA radio system and facilities and IT systems; with staff input, develop, implement and monitor work plans to achieve division mission, goals and performance objectives.
• 3. Direct and coordinate the operation, maintenance and repair of Radio Communications systems, including site maintenance, repair and upgrades, radio programming and template design, and radio and supply inventory management; provide problem solving and design assistance and input/feedback to staff; and coordinate the work of the Department with other Agency Departments and offices.
• 4. Oversee the operation, maintenance and oversight of IT systems including selection, upgrades and troubleshooting IT related systems.
• 5. Manage the internal WCCCA functional support teams and related staff.
• 6. Oversee the operation, preventive maintenance and repair of building systems, including heating and cooling equipment, plumbing, electrical equipment, security, janitorial, fire extinguishers, etc.; provide problem solving and design assistance and input/feedback to staff; and coordinate the work of the Department with other Agency Departments and offices.
• 7. Evaluate operations and activities of assigned areas of responsibility; develop and utilize performance standards and management information tools for all areas of responsibility; prepare complex analysis and reports on operations and associated activities; recommend improvements and modifications.
• 8. Plan, prepare and administer the Technical Services budget; provide complex analysis and cost estimates for budget recommendations; submit justifications for requests; monitor and control expenditures. Assist in forecasting for future Technical Service’s needs, including training, equipment, etc., and developing cost estimates related to the planning process.
• 9. Design and perform cost benefit and other studies regarding type and level of service and service delivery approach. Implement methods to track and report on system performance; prepare various reports on operations and activities.
• 10. Recommend and assist in the implementation of goals and objectives; establish schedules and methods for maintaining Agency systems and facilities; develop and implement policies and procedures.
• 11. Participate in the selection of staff; provide or coordinate staff training; work with employees to correct deficiencies; and implement discipline procedures.
• 12. Manage external customer support contracts such as the C800 and City of Newberg system management and support contracts.
• 13. Oversee contractor performance and recommend changes to meet Agency needs.
• 14. Ensure the Agency safety program and goals are implemented and carried out in the division; ensure compliance with all Federal, State and local building, operation and safety codes and requirements.
• 15. Answer questions and provide information to users, customers, staff and the public; investigate complaints and recommend corrective action as necessary to resolve complaints.
• 16. Based on user requests, departmental needs and technological advancements, research viable systems and/or improvements/upgrades to existing systems to increase functionality for users; writes programming specifications and obtains cost estimates for application modifications.
• 17. Oversee Asset Management System and “Help Desk” for the Department.
• 18. Ensure conduct, work methods and work environment are free of safety hazards for themselves, fellow employees, and the public and report any identified hazard(s) to a supervisor or to the Safety Committee.
• 19. Perform other duties as assigned.

Typical Qualifications

A minimum of 5 years management experience along with a bachelor’s degree in computer science or a related degree preferred. Related experience may be substituted for the degree requirement on a year for year basis. Demonstrated leadership experience and budget management experience. Demonstrated ability to establish and maintain effective working relationships with those contacted in the course of supervisory duties.

Previous 9-1-1 technical experience highly desirable. Experience in Computer Aided Dispatch systems and system design, radio communications systems and facility maintenance preferred. FCC licesne preferred.

Knowledge, Skills and Abilities

• Knowledge of principles of management, training and performance evaluation, and competency to manage technical personnel.
• Knowledge of analog and digital Motorola two-way radio simulcast trunking systems, digital microwave radio, mobile data systems, wireless mesh networks, SCADA alarm systems, digital paging systems, 911 telephone systems and computer equipment theory relating to public safety applications.
• Working knowledge of CAD (Computer Aided Dispatch) systems and CAD interface to remote users, trunking systems, paging systems and WAN systems.
• Working knowledge of the Microsoft product line including MS Office and SQL.
• Working knowledge of computer network operations and the equipment necessary for proper operation.
• Working knowledge of digital and microprocessor electronics
• Working knowledge of LINUX/UNIX, and Windows client/server operating systems, TCP/IP protocols, frame relay systems, and have basic knowledge of machine language programming.
• Must understand theory relating to audio, video, computer, and radio frequency circuits and their applications.
• Working knowledge of plant mechanical, electrical, and HVAC systems and equipment.
• Working knowledge of emergency power systems, UPS systems, backup generators and batteries.
• Work independently and effectively; prioritize and schedule work; maintain effective working relationships with personnel from various agencies and other employees; communicate effectively both verbally and in writing; maintain clear and accurate records.
• Ability to exercise good judgment, common sense and emotional intelligence in accomplishing responsibilities and in interactions with others.
• Ability to apply a high level of initiative, discretion and judgment in accomplishing assigned tasks; ability to work under stressful and emotional conditions; ability to maintain confidentiality.
• Ability to establish and maintain effective relationships with those contacted in the course of work.

Supplemental Information

Physical Demands

Walk, climb, stoop, stand for extended periods of time; lift, carry, push, pull, or otherwise move objects weighing up to 50 pounds is frequent; use tools or equipment requiring a high degree of finger dexterity; driving and operating a motor vehicle, work for sustained periods of time, occasionally in small spaces, must meet basic physical requirements of the job and basic physical health that provides the stamina to perform the duties of the position for long periods of time.

Work is typically conducted in an office setting, but can be conducted outside, in the physical elements with extreme heat and extreme cold. Overtime is needed on occasion to meet the needs of the position to respond to issues to ensure the public safety communication system is running.

Accommodations may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Supervision Received/Exercised

This position receives direction from the Assistant Director. This position directly supervises the Radio Services, Facilities Services and IT Supervisors and indirectly supervises a staff of 14 technical staff.

Required Experience

Previous 9-1-1 technical experience highly desirable. FCC licesne preferred.