Technical Services Manager

Job Posting Closes July 15, 2021

Job Title:
Technical Services Manager

Reports To:
Director

Classification:
Exempt – Non Union Position

Pay Range:
$90,000 - $120,000

Summary

Under the supervision of the Agency Director, the Technical Services Manager (TSM) oversees all of the Multi Agency Communication Center’s (MACC) technical systems including radio systems, microwave systems, power systems, telephone systems, computer-aided dispatch, network systems, site infrastructure, and related equipment and software.

The TSM provides high-level project management and administrative support for Multi Agency Communications Center (MACC) technical systems and facilities, as well as skilled technical support for the public safety radio systems.  Specific knowledge of complex radio systems associated with public safety communication centers is required.

The Technical Services Manager:

  • Manages project upgrades to the MACC’s technology systems
  • Acts as department liaison for public safety responders and other agencies utilizing MACC services
  • Obtains comprehensive quotes and reviews technology purchases
  • Manages and cultivates vendor relationships
  • Assists in the development of the Technical Services Division budget
  • Assists in troubleshooting and resolving technical related issues

Sample Job Duties and Responsibilities:

Coordinate the implementation of major projects and make critical decisions involving complex, technical and/or financial transactions.

Perform remote and on-site analysis, upgrades, modifications, test, installation, configuration, maintenance, and repair work on mission-critical technologies relied on by multiple agencies.  Technologies include base stations, portables, mobiles, microwave radio and peripheral equipment, auxiliary power equipment, microprocessor-based radio dispatch consoles, 911 phone system, recorders, pagers, amplifiers, antennas, cables, and electrical systems.

Maintain and confirm radio equipment programming templates, channels, talk groups, and operating features, provide technical and managerial assistance during critical response situations.

Vendor management including review current service agreements scope and suppliers and implementation of quality standards and procedures, contract administration, qualified vendor monitoring including qualified vendor service quality data collection, compliance/adherence monitoring, and vendor's quality programs as well as warranty processing.

Write technical specifications for project proposals.

Drive in a MACC vehicle to various locations throughout Grant County and surrounding areas.

Order parts and install materials, as necessary.  Maintains accurate inventory of parts and installation materials.

Knowledge, Skills, and Abilities Required:

Technical expertise in P25 800 MHz radio systems and protocols, digital trunking, radio encryption, simulcast/multicast; microwave transport; radio operations; power systems; sites (buildings, towers, generators, etc.); dispatch consoles; logging recorders.

Ability to maintain cooperative, effective, and productive working relationships using tact, patience, and courtesy as well as a positive customer service attitude with the public, User Agency members, and co-workers.

Ability to use specialized equipment such as: RF test equipment, service monitors, spectrum analyzers, power meters, network analyzers, T1 test equipment, electronic test equipment, and routers and switches.

The use of personal computers; scheduling and project applications; and various radio programming software.

Ability to operate vehicles – such as MACC passenger vehicles, 4x4 vehicles, boom lifts, and snow vehicles – to travel to agency offices and radio site locations within the Grant County area.

Ability to negotiate service agreements with vendors and agencies and jurisdictions participating in and utilizing MACC's communication services.

Ability to make presentations, explain system designs, and appear at various meetings or public forums (such as monthly MACC Board meetings) for the purpose of providing updates and information to both technical and nontechnical audiences on activities that impact operations at MACC and in the field.

Develop solutions to difficult technical problems encountered as part of system maintenance, upgrades, or support issues.

Effectively and clearly communicates in the English language verbally and in writing.

Work independently with little or no direct supervision.

Function accurately and efficiently under pressure and deal effectively with interruptions.

Ability to maintain confidentiality.

Work Environment/Conditions:

Normal work hours will be standard business hours.  Occasionally, will be required to work called-in and off-hours for emergency situations.

Work may be interrupted by events such as rescheduling, changing priorities, and required data research.

Required to be on call 24 hours/day to respond to emergency situations.

Exposures to a variety of weather conditions (e.g. cold, hot, wet, windy) may occur while driving or conducting fieldwork.  Outside work is required.

Work involves time-related pressures because of the critical nature of police/fire communications.

Work is performed in an emergency communications center, at remote work sites, and customer locations in the field.

May receive assignments well outside of job description during major emergencies, disasters, and some emergency exercises.

Must be prepared to report/remain at work during major emergencies, disasters, and some large emergency exercises with little or no notice.

Minimum Qualifications:

Significant P25 digital trunking experience, including radio site maintenance, encryption, and two-way radio programming is required.

A Bachelor’s degree from an accredited college or university with major coursework in Engineering, Communications Technologies, or related field AND; three (3) years of technical, consultative, or administrative experience in Public Safety communications systems; OR, an equivalent combination of seven (7) years related experience, education and training which provides the required knowledge, skills and abilities.

Physical Requirements:

Dexterity, mobility, agility, and strength sufficient to bend, stoop, kneel, and climb a ladder, as well as to lift and move moderately heavy equipment (up to 70 pounds) and supplies with or without aid of equipment.

Vision sufficient for reading fine print on computers and distinguishing fine details on electronic boards as well as color-coded cables.

License, Certification and Other Requirements

Valid driver's license with good driving record required.

Possession of an FCC General Class Radio Telephone Operator's License or a communications certificate issued by the APCO, IEEE, NABER, NARTE, or a comparable agency is highly desirable.

Must be able to successfully satisfy a thorough personal history and criminal history background check, which will include fingerprints and may include polygraph testing.

Must be able to pass hearing, vision, and drug screening.

Proof of eligibility to work in the United States of America.

Preferred Qualifications:

Five (5) years of progressive management or supervisory experience, including two (2) years of experience directly supervising technical personnel

Knowledge of police/fire/dispatch emergency communications.

Techniques, procedures, and methods used in the operation of a Public Safety Communications Center.

Embraces Next Generation 911 (NG911) and associated technological advancements.

Knowledge of Microsoft OS, server and applications.

Knowledge of Cisco network equipment and basic configurations is a plus but not required.

Knowledge of TCP/IP and network principles.

The duties and responsibilities included in this job description are not intended to be all inclusive. The Technical Services Manager will be expected to perform other reasonable job-related duties, as assigned. The Multi Agency Communications Center reserves the right to revise or change the job duties and responsibilities included herein at any time upon written notice to employees. This job description does not constitute a written or implied contract of employment.

MACC is an Equal Opportunity Employer and encourages applications from all persons without regard to race, creed, color, national origin, religion, gender, age, marital status, disability, sexual orientation or veteran status.  MACC provides reasonable accommodation to its employees and the public with disabilities, including disabled veterans.  For more information, contact MACC Financial Services Manager.