E-911 Technical Operations Manager
- Summary
King County Information Technology (KCIT) is seeking an Operations Manager within the E911 Program Office as part of the Regional Services Division. These services include leading the delivery of all operations and maintenance for the Regional E-911 System. The responsibilities of this position include maintaining and administering large, complex technology systems County-wide. Leadership and oversight of maintenance and operations project delivery region wide, including within 12 Public Safety Answering Points (PSAPs) and a Test PSAP lab.
This position is responsible for one or more systems such as 911 telephony systems, geographic display systems, Local Area Networks and applications and interfaces associated with these systems. You will interface with vendors, regional customers and partners, as well as local and regional staff. You will supervise IT support staff and will be responsible to coordinate, assign and manage work of the team.
King County
As the only county in the United States named after Martin Luther King Jr, one of the most influential civil rights leaders in our nations' history, King County is a vibrant community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the artistic and social traditions of many cultures. Together, we're changing the way government delivers service and winning national recognition as a model of excellence. We continue to build on an enduring legacy of shared values of equity and social justice, employee engagement, innovative thinking and continuous improvement. With this commitment, King County has adopted a pro-equity agenda aimed at advancing regional change and is developing the systems and standards necessary to achieve better outcomes for all of our residents, regardless of their race or income. All of these qualities make this King County one of the nation's best places to live, work, and play.
King County Department of Information Technology
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
Benefits
King County offers a robust benefits package to support you and your family in a variety of ways. To learn more about the benefits offered here, please click on the Benefits tab or click here: http://www.kingcounty.gov/employees/.King County values a work life balance. We offer an outstanding benefits package, 10 paid holidays, life insurance, an employee assistance program and much more. Please visit our website to learn about King County's commitment to employee's health and well-being: http://www.kingcounty.gov/employees/.
Work Schedule
The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay.Questions
If you have questions regarding this recruitment, please contact Shannon Hoeper, shoeper@kingcounty.gov or 206-263-6957.- Job Duties
- Perform operational and administrative tasks to ensure continuous operations of E911 systems. Oversee the maintenance and monitoring of current systems and equipment, applications and networks, as well as assist in the procurement and deployment of new systems, equipment, applications and networks.
- Act as the liaison between vendors, technical support, other IT departments and regional partners to resolve complex systems or network problems.
- Establish weekly calls with large PSAPs to effectively manage site issues to resolution.
- Create standard operating procedures and technical documentation for assigned systems.
- Supervise technical staff in the 911 program and interface with technology specialists in the PSAPs.
- Responsible for managing asset lifecycle within the E911 program to include reporting, developing annual refresh cycles and coordinating with PSAPs.
- In partnership with matrixed GIS staff, understand and coordinate GIS and mapping data changes and impacts to the regional 911 system, supporting NG911 requirements.
- Plan, implement and maintain upgrades/updates/fixes for core 911 systems and their related components following industry best practices, without negative impact to the overall availability and reliability of the enterprise systems/networks.
- Schedule and ensure timely delivery of operational tasks for 911 systems, ensuring infrastructure integrity through backups, data replication, restores, and data verification ensuring staff (King County, vendor and technical staff at PSAPs) in complying with established processes and procedures.
- Experience, Qualifications, Knowledge, Skills
- Five years or more experience in a technical IT role, preferably in the 911 industry.
- Knowledge of NG911 terms, components and systems.
- Hands on experience with the processes and tools used in monitoring a complex IT environment.
- Working knowledge of network services (TCP/IP, DHCP, DNS, troubleshooting).
- Experience with, PBX, VoIP soft switches, Next Generation 911, Automated call distribution (ACD) call flow design, call center statistics and call detail record data collection systems and equipment, contact center design and user interface design, unified messaging and direct customer support.
- Five years or more supervisory and management experience.
- 9-1-1 operates 7x24x365 and candidate must be available as a point of escalation after hours and be willing to respond to staff as necessary.
Desirable Qualifications
- 9-1-1 or telecommunications experience.
- Asset management or asset lifecycle experience.
- Experience with Policy Routing Functions.
- Willingness to adapt and embrace new opportunities that arise with a small management team.
- Supplemental Information
ARE YOU READY TO APPLY?
Application Requirements
A completed King County Application with an attached resume is required for consideration.
The recruitment for this position is open to all qualified candidates. In addition to filling the current vacancy, this position may be used to fill future vacancies.
This position is represented by Local 117
(For internal use only: Classification: IT Services Supervisor - 7341100)
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01Are you authorized to work in the United States?
- Yes
- No
02Does your authorization require sponsorship now or in the future from an employer or other source? (This does not preclude you from being considered for this position.)- Yes
- No
03CJIS background clearance is required for this position. All candidates must undergo a thorough background investigation process, including fingerprinting and reference checks. Are you willing to undergo a background investigation process as described above?- Yes
- No
04Please describe your previous 911 experience.Required Question