Emergency Technology Systems Manager

South Metro Fire Rescue•Centennial, CO

3d•Onsite

About The Position

The Emergency Technology Systems Manager oversees the technology and personnel that support the Emergency Communications Center, including the Computer-Aided Dispatch (CAD) system, GIS personnel and data, Mobile Data Computers (MDCs) and other, interconnected systems for South Metro Fire Rescue. This position leads the research, implementation, and continuous improvement of emergency communications technologies and is responsible for CAD system functionality, software upgrades, database administration, and system security. The role also provides troubleshooting, technical support, and end-user training. In collaboration with the Technical Services Director and the Emergency Communications Director, the position develops and maintains a technology roadmap to ensure reliable, ongoing support for mission-critical operations.

Requirements

Bachelor’s degree in computer science, information systems management, or related field.
Minimum of six years of increasingly responsible computer experience including technical support in an environment with multiple systems.
Minimum of three years of work with CAD and its databases (preferred CentralSquare CAD) in an Emergency Communications Center/PSAP environment.
Experience working in VMware strongly preferred.
Possess and maintain a valid Colorado Driver’s license with an acceptable driving record in accordance with the SMFR’s Driving Records Policy.
Working knowledge of and ability to navigate through SQL and run scripts.
Experience in a Public Safety or local government environment is preferred.
Strong customer service orientation.
Knowledge of network, server, and operating systems, to include Cisco routers switches and firewalls, VMware/vSphere software/infrastructure, Microsoft Windows products, and network and security.
Ability to select, supervise, train, motivate and evaluate staff; ability to provide goals, direction, and effective leadership.
Must possess a broad working experience with all facets of IT services proven knowledge of systems development life cycle methodologies.
Knowledge of GIS and related tools and software, including GPS technology, data collection and data integration with GIS software.
Experience in supervising GIS staff or leading GIS projects strongly preferred.
Strong project management and organizational skills.
Strong understanding of the organization’s goals and objectives.
Ability to effectively prioritize tasks in a high-pressure environment.
Communication skills with ability to express ideas clearly and concisely in written or verbal formats and present complex findings to a variety of audiences.
Ability to analyze data, develop conclusions, and demonstrate critical thinking.
Ability to exercise independent judgment and initiative to establish and maintain effective working relationships.
Ability to manage interpersonal and organizational conflict and create a team-oriented, collaborative environment.
Proven knowledge of systems development life cycle methodologies.
Good interpersonal skills.
Ability to conduct research into issues and products, as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed, with keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize tasks in a high-pressure environment.
Ability to work in a team-oriented, collaborative environment.
Must be available to be on 24-hour on call shifts.
Able to perform duties in a loud, stressful environment

Responsibilities

Oversees the functions involved in ensuring SMFR emergency technology systems are functional and reliable, including establishing a clear strategic vision for Emergency Technology Systems personnel, including GIS activities, aligning staff efforts with organizational goals, technology improvements, and evolving needs of Emergency Communications.
Manages day-to-day deliverables and ensures the quality, accuracy, and usability of required data for multi-agency CAD systems, mapping, and operational use; works to achieve maximum, positive impact on the operation of the program area; evaluates programming regularly to determine effectiveness and implements improvements.
Provides leadership and a commitment to excellence by inspiring, empowering, and motivating personnel; participates in the selection and training of employees in Emergency Technology Systems and GIS; evaluates performance; provides coaching and mentoring; takes corrective measures including disciplinary actions, as needed.
Provides management, supervision and coordination of personnel assigned to the program area, including scheduling, and assigning work; allocates resources; assesses and monitors workload, administrative support systems and internal reporting relationships; identifies opportunities for improvement; assists in the coordination of contracted personnel, e.g., instructors, vendors, etc.
Develops, implements, and enforces policies and procedures related to employee performance and professional development within the program area.
Plans, directs, and coordinates work activities within the Emergency Technology Systems and GIS; assigns projects and programmatic areas of responsibility; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.
Maintains strong working relationships with peer managers within Technical Services, including the Technology Manager and DevOps Manager, to ensure coordination, alignment, and delivery of the best technology services for South Metro Fire Rescue.
Participates in the development and administration of the budget; forecasts funds needed for staffing, equipment, materials, and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary.
Works closely with the Emergency Communications staff for planning, coordinating, and project support for SMFR's multi-agency CAD, GIS data, and maps, ensuring cross-agency consistency and collaboration.
Administers, maintains, and evaluates CAD and related systems hardware and software, including database management, maintenance, and interfaces.
Troubleshoots and resolves system problems; works proactively to identify potential issues and recommends and/or implements preventive solutions.
Identifies and analyzes system and user needs, as well as equipment requirements; writes system and user documentation, including policies and procedures; develops and delivers user training and presentations on new systems and upgrades.
Manages multiple SQL databases and data input/output connections, multiple databases on various Emergency Communications Servers, and Active Directory services and Group Policy infrastructure; configures and manages Emergency Communications VMware Virtual Infrastructure.
Implements and maintains Emergency Communications disaster recovery systems to include network, data, and telecommunications; designs and implements disaster recovery plan for operating systems, databases, servers, and software applications.
Administers and maintains end-user accounts, permissions, and access rights.
Conducts research; evaluates, recommends, installs, supports, and troubleshoots hardware and software for Emergency Communications Systems.
Coordinates and/or performs software and operating system maintenance on CAD workstations and servers including mobiles and interfaces.
Works with other Technical Services personnel and outside vendors to maintain CAD-related systems, including Mobile Data Computers (MDCs), Emergency Protocols, Quality Assurance, Station Alerting, Emergency Reporting, etc.
Participates in systems design specifications, including project scheduling and timelines.
Establishes and maintains cooperative working relationships both within and outside the Emergency Communications Center; exercises good judgment while representing South Metro on CAD projects to external personnel and agencies; attends CAD user group meetings and relevant trainings.
Maintains high level of customer support; prioritizes IT and communication service issues submitted to the service desk; answers phone calls, assigns and troubleshoots service desk tickets; identifies computer, printer, application, and network problems and works toward resolutions.
Participates in an on-call rotation providing after-hours support during evenings and weekends as needed; responds to after-hours incidents and coordinates communications and recovery actions.
Contributes to the mission, vision, and values of the South Metro Fire Rescue.
Performs other technology-related duties as needed or directed.