Technical Services Manager

WCCCA-Washington County 911•Or 97124, OR

About The Position

The Technical Services Manager leads WCCCA’s Technical Services Division and is a member of the executive management team. The position provides leadership, management oversight, and project planning for technology and systems supporting critical public safety communications, aligning technology investments with organizational priorities, operational needs, and long-term goals. The manager works collaboratively with executive leadership, operational managers, staff, and external partners to ensure the reliability, security, and effectiveness of the infrastructure used by emergency communications and first responders. The role provides direction, project planning, and personnel management across Computer Aided Dispatch (CAD), Geographic Information Systems (GIS), Information Technology (IT), Wireless Technology (WT), Radio Technology (RT), Help Desk, and Facilities. It also includes administrative, financial, budgetary, managerial, and technical work related to the division’s support of 9-1-1 and dispatch operations, telecommunications, IP and microwave networks, radio communications, communications infrastructure, end-user equipment, facilities, and internal and external system users. The manager plans, organizes, and oversees technical support staff and related activities, and is responsible for developing and administering the division budget, evaluating performance, coordinating staff and contractors, and planning for future needs. This exempt position receives direction from the Assistant Director. It directly supervises the Radio Services, Facilities Services, and IT Supervisors and indirectly supervises 14 technical staff. Work is typically conducted in an office but may also occur outdoors in extreme heat or cold, and occasionally in small spaces. Occasional overtime is needed to respond to issues and maintain public safety communications systems. Physical demands include walking, climbing, stooping, standing for extended periods, moving objects weighing up to 50 pounds, using tools requiring finger dexterity, and driving or operating a motor vehicle. Accommodations may be made for some physical demands for otherwise qualified individuals who request them.

Requirements

A minimum of 5 years of management experience.
A bachelor’s degree in computer science or a related field is preferred; related experience may substitute for the degree requirement on a year-for-year basis.
Demonstrated leadership and budget management experience.
Ability to establish and maintain effective working relationships with people contacted through supervisory duties.
Knowledge of management, training, and performance-evaluation principles and competence managing 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 for public safety applications.
Working knowledge of CAD systems and CAD interfaces to remote users, trunking systems, paging systems, and WAN systems.
Working knowledge of Microsoft products, including MS Office and SQL.
Working knowledge of computer network operations and the equipment required for proper operation.
Working knowledge of digital and microprocessor electronics.
Working knowledge of LINUX/UNIX and Windows client/server operating systems, TCP/IP protocols, and frame relay systems, plus basic knowledge of machine-language programming.
Understanding of the theory and applications of audio, video, computer, and radio-frequency circuits.
Working knowledge of plant mechanical, electrical, and HVAC systems and equipment, as well as emergency power systems, UPS systems, backup generators, and batteries.
Ability to work independently and effectively, prioritize and schedule work, maintain effective working relationships, communicate verbally and in writing, and maintain clear and accurate records.
Ability to exercise good judgment, common sense, and emotional intelligence; use initiative, discretion, and judgment; work under stressful and emotional conditions; and maintain confidentiality.
Ability to meet the position’s basic physical requirements and sustain the stamina needed to perform its duties for long periods.
Ability to walk, climb, stoop, stand for extended periods, move objects weighing up to 50 pounds, use tools or equipment requiring a high degree of finger dexterity, and drive or operate a motor vehicle.

Nice To Haves

Previous 9-1-1 technical experience is highly desirable.
Experience with Computer Aided Dispatch systems and system design, radio communications systems, and facility maintenance is preferred.
FCC license preferred.
Bachelor’s degree in computer science or a related field preferred.

Responsibilities

Lead staff and foster a high-performance, service-oriented work environment that supports the agency’s mission, objectives, service expectations, and positive employee relations.
Direct and support the Radio Services, Facilities Services, and IT Supervisors in planning, prioritizing, and coordinating staff work; develop, implement, and monitor work plans with staff input.
Direct and coordinate operation, maintenance, and repair of radio communications systems, including sites, upgrades, radio programming and template design, and radio and supply inventory management.
Oversee IT systems, including system selection, upgrades, troubleshooting, and management of internal functional support teams and related staff.
Oversee operation, preventive maintenance, and repair of building systems, including heating and cooling, plumbing, electrical equipment, security, janitorial services, and fire extinguishers.
Evaluate division operations; develop and use performance standards and management information tools; prepare analyses and reports; and recommend improvements and modifications.
Plan, prepare, and administer the Technical Services budget; develop cost analyses and estimates, justify requests, and monitor expenditures.
Forecast future Technical Services needs, including training and equipment, and develop related cost estimates.
Design and conduct cost-benefit and other studies regarding service types, levels, and delivery approaches.
Implement methods to track and report system performance and prepare operational reports.
Recommend and help implement goals and objectives; establish schedules and methods for maintaining agency systems and facilities; and develop and implement policies and procedures.
Participate in staff selection, provide or coordinate training, address employee deficiencies, and implement discipline procedures.
Manage external customer support contracts, including the C800 and City of Newberg system management and support contracts; oversee contractor performance and recommend changes.
Ensure the division implements the agency safety program and complies with applicable federal, state, and local building, operational, and safety codes and requirements.
Answer questions and provide information to users, customers, staff, and the public; investigate complaints and recommend corrective actions.
Research systems and improvements or upgrades based on user requests, departmental needs, and technological advances; write programming specifications and obtain cost estimates for application modifications.
Oversee the Asset Management System and departmental Help Desk.
Ensure conduct, work methods, and the work environment are free of safety hazards; report identified hazards to a supervisor or the Safety Committee.
Perform other duties as assigned.