CAD Technical Manager (NCS) - BCIT

Baltimore City • Baltimore, MD

4d

About The Position

The Computer Aided Dispatch (CAD) Technical Manager plans, designs, and administers all aspects of the City of Baltimore’s CAD and 911 technology infrastructure and operations. They are responsible for the overall management of the Agency’s current CAD and 911 Systems including vendor contract oversight, database management, reports and analysis of data, password reset, system changes, updates, system patches, system upgrades and all associated documentation. This includes but is not limited to change control and change management. The position is the CAD group’s supervising manager as well as the liaison between users, vendors, and Baltimore City Agencies including, but not limited to Fire and Police.

Requirements

• 4 Year College Degree with computer science coursework preferred – may substitute one year of experience for every year of college
• Five years’ experience in the administration of CAD and 911 systems, with at least three years’ experience supervising other CAD and 911 system technical staff
• Three years’ experience with police, fire and EMS dispatching methodologies
• Knowledge of public safety Computer Aided Dispatch and 911 systems, and a high-level understanding of the services provided by a communications center to police, fire and emergency medical services (EMS); general understanding of computer application software packages
• Ability to present programs and ideas clearly and concisely, verbal and written.
• Ability to troubleshoot computer software and hardware configurations as well as schedule maintenance.
• Ability to track system support requests and communicate status updates.
• Ability to develop policies and procedures.
• Ability to plan, organize and coordinate with other employees; maintain effective working relationships with personnel from various agencies, other employees, and system vendors; effectively communicate verbally and in writing.
• Ability to communicate clearly and effectively with technical and non-technical individuals, both in writing and verbally.
• Strong knowledge of the Microsoft product line including MS Office.
• Knowledge of database management.
• Knowledge of geographic information systems (GIS).
• Knowledge of backup and recovery functions.
• Knowledge of Web access applications.
• Customer Service – Thorough knowledge of principles and processes for providing customer services. This includes meeting established quality standards.
• Exercises appropriate judgment and decision making in establishing priorities.
• Consider the relative costs and benefits of potential actions.

Nice To Haves

• Preferred knowledge of Tiburon CAD (Stratus and/or Command CAD), Vesta 911, and Priority Dispatch Software and systems

Responsibilities

• Manages CAD and 911 Vendors, as well as all pertinent ancillary vendors as necessary.
• Assigns work, approves leave and manages all CAD technical support staff including contractors.
• Coordinates all CAD and 911 technical efforts with all PSSEC Agencies.
• Serve as the subject matter expert (SME) in conjunction with Agency Project Manager, technical leads, vendor support staff, upgrades and testing.
• Identifies and oversees proactive or preventive maintenance, patches and testing.
• Manages remediation on system and user issues.
• Develops and distributes documentation, MOUs, SOPs and other pertinent documentation.
• Support all City government administrative functions relative to CAD and 911.
• Knowledge and understanding Next Generation 911 and CJIS compliance that support the CAD and 911 Environments.
• Attends and participates in user meetings including Fire, Police, 311, and Dept. of Public Works.
• Identifies and documents system and operational enhancements.
• Supports emergency activation of the Emergency Operations Center (OEM) as directed by the PSSEC Director.
• Provide SME directions on system upgrades, enhancements or replacements
• On-Call 24/7 for after hour emergencies and EOC Activations
• Performs other duties as assigned.

Benefits

• The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• This office also supplies wellness programs, support groups, and workshops.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees