Manager - Service Desk

Agency Summary The purpose and mission of the Metropolitan Emergency Services is responsible for providing answering and dispatching of emergency teams to the metropolitan areas of the City and County of Indianapolis. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County. Job Summary This position manages the daily customer service needs and support activities for the Division of Public Safety Communications (PSC) and the public safety voice radio system. The incumbent in this position supervises and trains the staff of the 24/7 PSC service desk. The incumbent is required to exercise a high degree of independent judgment due to instances where policies, procedures, rules, and regulations may not exist. Position reports to the Deputy Director. Equal Employment Opportunity The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve. Position Responsibilities Oversees and coordinates the day-to-day operations of a 24/7 service desk supporting the systems and applications used by all public safety agencies in Marion County Supervises service desk staff to include recommendations for hiring, terminations, performance evaluations, mentoring, training, work allocation, and problem resolution Provides oversight of the public safety voice radio system, including hardware, software, databases, tower, tower facilities, microwave, generators, battery backup systems, dispatch consoles, mobile and handheld radios Coordinates and interfaces with external vendors, internal technical support providers, and customers as appropriate to ensure optimum timeframes for the completion of trouble tickets and work orders Develops policies and associated procedures for processes, systems, and operations of the service desk area, including training manuals and guidelines Schedules, prioritizes, and dispatches requests for the installation and servicing of customer equipment, including additions, moves, changes, and repairs; coordinates the provision of technical services by outside vendors. Participates in the analysis, design, development, and implementation of associated computer systems and applications as required to meet the evolving needs of the operation Serves as a primary point of interface with vendors and external contractors Analyzes customer service needs and operational systems and programs Develops and coordinates customer service systems and programs as appropriate Participates in division strategic planning, development, and implementation Reviews all completed work orders and trouble tickets for completeness and accuracy Responds to inquiries and resolves problems related to transactions managed by the service desk area Participates in the development of operating goals and objectives for the service desk area Recommends, implements, and administers methods and procedures to enhance operations Develops recordkeeping procedures and manages appropriate division records in accordance with applicable regulations, policies, and standards Assists other PSC team members as needed, with public records requests, internal affairs investigations and service desk operations Must maintain a valid driver’s license at all times Required to be “on‑call”, as needed Fulfills the functions of a Tier 2 System Technician as needed at the service desk, as needed Must maintain confidentiality at all times This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time Minimum Job Requirements and Qualifications Bachelor's Degree in Public Safety, Public Administration, or a related field with seven (7) years of experience related to the duties and responsibilities specified, with three (3) years of supervisory experience and one (1) year of project management. One year of relevant experience may be substituted for each year of required education. Must have strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Ability to analyze and interpret the needs of customers and offer appropriate solutions. Knowledge of customer service principles, techniques, systems, and standards. Broad knowledge of a large, technologically advanced telecommunications network's features, design, performance/quality standards, and service requirements. Knowledge and understanding of radio and telecommunications networks' work processes, volume, and traffic characteristics. Ability to foster a cooperative work environment and motivate the team to peak performance. Ability to develop, plan, and implement short- and long-term goals. Must have skills in organizing resources and establishing priorities. Ability to provide technical leadership and project management within an area of professional expertise. Ability to manage and maintain a relational database. Demonstrated customer service skills and ability to meet multiple deadlines. Ability to supervise and train team members to organize, prioritize, and schedule work assignments. Must have skills in examining and evaluating operations and developing and re‑engineering operating strategies, systems, and procedures. Ability to make effective administrative and procedural decisions and recommendations. Ability to analyze complex information and define and solve problems. Prior experience with Motorola ASTRO25 radio systems. Must have experience with Microsoft Office. The PSC help desk is open 24 hours, seven days a week, including holidays. The incumbent may have to work alternative hours based on the agency’s needs. Preferred Job Requirements and Qualifications In addition to the minimum job requirements and qualifications, a Master’s Degree in Public Safety, Public Administration, or a related field with four (4) years of experience related to the duties and responsibilities specified, with one (1) year of supervisory experience and one (1) year of project management. Working Conditions Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions. Physical Conditions Sitting at a desk the majority of the day Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5‑10 pounds) Tasks may involve extended periods of time at keyboard or workstation Tasks require the ability to perceive and hear sounds and see visual cues or signals Tasks require the ability to communicate orally #J-18808-Ljbffr