Infrastructure Operations Manager (Radio / 911 / PSAP Operations Support Manager)

Overview

As a member of the Operations Support team, the Infrastructure Operations Manager (IOM) represents Princeton University and the Department of Public Safety (DPS) with professionalism across internal and external stakeholders at local, regional, state, and federal levels.

Reporting to the Assistant Vice President for Public Safety, the IOM collaborates with the Business IT Support Manager to support the day-to-day and long-term technology needs of DPS, a department of approximately 159 staff including Police Officers, Security Officers, Fire Marshals, and administrative personnel.

The IOM provides technology leadership and serves as liaison to internal and external partners for a complex Communications Center, which includes customer service functions, a 9-1-1 Public Safety Answering Point (PSAP), a central alarm station, and a backup Communications Center. The IOM manages the research, acquisition, installation, troubleshooting, maintenance, training, and tracking of all DPS and University communications hardware and software, supporting nearly 1,000 digital trunking and 168 analog devices.

This role manages interoperability agreements, licenses, and is the subject matter expert for municipal, county, and regional public safety systems hosted by the University. The IOM ensures compliance with relevant standards and regulations, including the Association of Communications Officers (APCO), the National Emergency Number Association (NENA), the Federal Aviation Administration (FAA), the Federal Communications Commission (FCC), the National Fire Protection Association (NFPA), the Occupational Safety and Health Administration (OSHA), The Commission on Accreditation for Law Enforcement Agencies (CALEA), and local/regional/state police restricted database systems (such as CJIS and NCIC).

The IOM stays abreast of emerging trends in public safety and communications technology, including NG911, land mobile radio regulations, and other 9-1-1 advances. The role requires strong customer service, initiative, organizational and interpersonal skills, and the ability to manage multiple priorities in a 24/7, high-pressure environment.

As part of the Emergency Management Team, the IOM may be required on-site during prolonged emergencies, support critical system outages, and remain on-call to ensure uninterrupted access to DPS technology systems. The IOM serves as the primary point of contact between DPS and OIT, monitors IT projects and updates, and ensures the technological elements of the COOP plan are current.

Responsibilities

Oversight

• Manage Federal Communications Commission licenses for all University frequencies, conventional analog repeaters, and regional Public Safety Interoperability channels.
• Oversee the University's 6-channel P25 digital trunked radio system, including redundant infrastructure, backup control stations, and recording devices.
• Ensure compliance with all applicable licensing and regulations, including those of external public safety agencies.

Liaison to Internal & External Partners

• Serve as DPS liaison to internal technology teams (OIT, Facilities IT, Site Protection) and external stakeholders, including local, county, state, and federal public safety agencies, PPPL, PFARS, Princeton Fire, and vendors.

Program Manager for Department of Public Safety Technology Needs

• Plan, initiate, and manage technology projects, including requirements, scope, schedule, budget, and stakeholder communications.
• Support and train staff on DPS technologies, best practices, and policies.
• Participate in OIT IT support programs, establish standards, and implement solutions.
• Maintain compliance with public safety-related mandates (e.g., NCIC) and track technological changes affecting DPS systems.

Campus Safety & Security Systems

• Monitor and ensure proper functioning of integrated campus systems, including fire alarms, emergency communications, blue light towers, access control (CACS), video management (CVMS), SALTO, TigerAlert, 9-1-1 alerting systems, and campus-wide radio communications.
• Ensure interoperability of all systems within the Communications Center.

Public Safety Answering Point (PSAP) & Communications Center Operations

• Operate and maintain NJ State-controlled 9-1-1 PSAP systems, including DPS 9-1-1 phone switch, ANI/ALI data lines, and dispatch consoles.
• Maintain Eventide recording equipment and dispatcher console replay capabilities.

Department-Specific Support Systems

• Provide guidance to staff on ServiceNow, KeyTrack, AVL, CAD/RMS (INFORM), Eventide recording, PSAP systems, campus 9-1-1 phones, mobile computer terminals (MDTs), Mutualink, and next-generation computing needs.

Emerging Technology & Professional Development

• Research, plan, and implement new technologies; ensure DPS readiness via technology and process road-mapping.
• Maintain professional development, certifications (e.g., NENA), and engagement with peer networks, conferences, and industry standards.
• Stay informed on departmental directives, public safety initiatives, and emerging trends.

Additional Duties

• Perform other duties as assigned by the Director of Operations.

Qualifications

• 10+ years of relevant and progressively responsible professional experience
• 5+ years managing and/or supervising teams
• Education: Bachelor's degree in Telecommunications, IT, Business Administration/Management, Engineering, or Public Safety Administration or equivalent work related experience

Technical Knowledge & Skills:

• Ability to provide administration, maintenance, and support of Microsoft Office Suite applications, Windows servers/clients/workstations, and relational databases.
• Knowledge of 911/PSAP network design, architecture, configuration, and transmission systems.
• Knowledge of 911/PSAP equipment needs and supporting database development, implementation, and maintenance (including automatic number information (ANI) and automatic location information (ALI).
• Knowledge of 911/PSAP management and reporting requirements at the local, regional, state, and national level.
• Knowledge of current and evolving 911/PSAP best practices and standards.
• Knowledge of 500/700/800 MHz digital trunked radio communications systems design, distributed and bi-directional interior antenna systems and infrastructure, omnidirectional exterior electrical and/or mechanical down-tilt antennas, remote control administration tools, wireless encryption technologies, path linking and patching technologies, and 2-11GHz microwave radio link/repeater
• Ability to design and implement portable, pager, base, repeater, mobile, and consolette radio programming 'codeplug' templates.
• Knowledge of copper, fiber, and wireless networking systems, protocols, and hardware interfaces.
• Knowledge of geographic information systems (GIS) and interface technologies used for mapping.
• Ability to create and execute agreements with outside agencies (while understanding local politics/framework) to ensure uninterrupted flow of public safety communications with these agencies
• Ability to design and implement radio programming templates and maintain interoperability with external agencies.
• Proficient in Microsoft Office Suite, Windows servers/clients, and relational databases.

Operational Competencies:

• Handle confidential information with discretion and maintain composure during emergencies.
• Manage multiple projects and competing priorities in a fast-paced environment.
• Work independently or collaboratively and escalate critical issues appropriately.
• Available 24x7 for emergency response as needed.

Physical Requirements:

• Ability to type on a keyboard
• Ability to occasionally lift up to 50 pounds.
• Ability to climb interior vertical ladders up to 25' to enter roof access ports
• Ability to be occasionally exposed to highly traumatic, stressful situations or events
• Ability to work with occasional exposure to noise

Individuals must successfully undergo the following examinations:

• Selection and screening process (written and oral)
• Proficiency tests for typing and knowledge of Microsoft Office applications
• Comprehensive criminal background investigation
• Individual must be available 24x7 by mobile device and to respond in person appropriately to emergencies as they occur

Preferred Qualifications:

• Master's degree (MBA)

Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher . click apply for full job details