Technology Services Manager

Salary : $149,490.57 - $201,812.27 Annually

Location : Bremerton, WA

Job Type : Full-Time

Job Number : 2024-0011

Group : Technology Services

Opening Date : 09 / 13 / 2024

Closing Date : 10 / 6 / 2024 5 : 00 PM Pacific

Job Description

The Technical Services Manager oversees and manages the staff and operations of Kitsap 911's radio and computer systems (including on premise, remote, and cloud based technologies), E911, telephones, facilities, and project management.

This position is responsible for complex technical program management.

The Technology Services Manager develops the recommended annual Kitsap 911 technology budget, and is a key member of the Kitsap 911 Management team, including duties such as identifying workplace and employee related issues and assisting with developing contract negotiation strategies and positions.

The incumbent leads a team of employees, including directing work, identifying and prioritizing projects and responsibilities, teaching and training, assessing performance, and correcting employee performance issues, including taking disciplinary action if needed.

The Technology Services Manager briefs the Executive Director and the Kitsap 911 governing board as needed on all technology matters, and assures satisfactory service to the public and user agencies.

The successful candidate will demonstrate visionary leadership, management and effective team building to ensure reliable, innovative service with focus on responsive customer service to Agency staff, member agencies and stakeholders.

The Technology Services Manager position requires a varied work schedule to accommodate the needs and demands of a 24 / 7 public safety organization and is predominantly an in-person position.

Work is performed with independent judgment, accountability for the team's goals and objectives, and general responsibility for meeting objectives and the economics of the technical services infrastructure.

Examples of Duties and Responsibilities

This job description reflects the general concept and intent of the classification of Technology Services Manager and should not be construed as a detailed statement of all work requirements that may be inherent in the position :

• Identifies goals and initiatives to maintain systems current with trends and developments while staying abreast of advances in technology, enhances or upgrades systems or equipment.
• Oversees installs, updates, and hardware and software maintenance throughout Kitsap 911, and may make upgrade and enhancement recommendation to Kitsap 911's user agencies.
• Facilitates teamwork and morale among Technology Services employees, as well as within the agency as a whole. Fosters and maintains an environment of intentional culture within the agency.
• Manages large, complex projects, including planning, overseeing and leading from ideation through to completion.
• Provides technical advice to staff on systems, software, and hardware and data communication.
• Directly communicates and negotiates with third party technical vendors and support. Develops, evaluates and responds to Requests for Proposal (RFP), Requests for Information (RFI), and Request for Qualifications (RFQ).
• Assures that Kitsap 911 is in compliance with federal, state and local system security requirements.
• Prepares, recommends and justifies the agency's technology budget, based upon agency needs and goals. Analyzes the cost / benefit of software updates and / or hardware changes, as well as the impact of changes on existing software and hardware.

May make presentations about system capabilities and future needs, including budget impact, to staff within the agency and to user agencies and to Kitsap 911's governing board.

Recruits and selects staff, provides training to staff, evaluates overall employee and unit effectiveness and responsiveness, and implements strategies to improve both individual and unit productivity, efficiency, and to maintain the integrity of systems.

Manages in-person, hybrid, and fully remote staff members.

Communicates effectively with staff at all levels, and maintains collegial, productive working relationships with all staff.

Attends and chairs various meetings; serves as management representative at meetings, on committees and during contract negotiations, as required.

Exercises patience and tact when communicating the needs or objectives of the unit both within the Technology Services Unit and with staff less well versed in all aspects of Kitsap 911's technology environment.

Qualifications

Minimum Qualifications

The Technology Services Manager must :

• Possess and maintain a valid Washington State Driver's License
• Possess a ready and dependable means of transportation.
• Possess a private telephone line with 24-hour availability (can be a cellular phone).
• Successfully pass each part of a multi-phase pre-employment examination, which may include medical / fitness, drug test, and psychological examinations as well as a criminal background check that includes a national fingerprint check through law enforcement.
• Submit official transcripts from an accredited school or technical school, or proof of completion of specific training, education, or certification if education is being used as a qualifying equivalent, or if jobs require specific certification.
• Demonstrate initiative and good judgment.
• Communicate efficiently and effectively both orally and in writing using tact, patience and courtesy.
• Work calmly and effectively with other staff, as well as instill confidence that problems are identified and solutions will be found and executed timely.
• Skillfully build consensus and arrive at resolution among a diverse group of individuals.
• Skillfully navigate and manage multiple simultaneous projects.

Education and Experience :

Bachelor's degree or higher in computer science, information technology management information, business administration, or related field AND seven (7) years related experience that includes at least two (2) years in a management level position and two (2) years of supervisory experience;

or any equivalent combination of experience and education which provides the applicant with the desired skills, knowledge and ability required to perform the work.

Desirable :

Professional IT certification

Background / experience that clearly demonstrates successful project management on a department or system-wide level.

Experience working at a 911 center or other public safety agency is preferred.

Job Requirements

Working Environment / Physical Requirements :

Work generally takes place in an indoor climate-controlled environment, but may occasionally require travel to other, sometimes outside, environments, including remote tower locations.

The position requires the ability to :

• Both sit and stand for extended periods
• Use repetitive motions while entering information on a keyboard
• Have vision, depth perception, and peripheral vision sufficient to read computer screen data, distinguish colors, read blueprints, schematics, wiring diagrams, etc.
• Exert force of 50 pounds occasionally, and push, carry, pull and lift up to 25 pounds frequently.
• Bend, stoop, and reach while installing or inspecting equipment.
• Grasp and handle documents and paper
• Speak and hear sufficiently to communicate effectively and respond appropriately in person and over the phone.
• During emergencies or special projects, this position may be required to work an irregular or changing schedule, which may include working extended hours to correct technical issues, attend meetings, or answer questions either in person or by phone.
• Walk short distances frequently, and over various types of terrain.
• Tolerate exposure to computer monitors, electronic equipment, high noise and sound levels (i.e. tones and alarms).
• This position is predominantly in-person with limited opportunities for remote work.

Recruitment Process

The following is a detailed description of the hiring process :

The effectiveness of the Kitsap 911 hinges on the quality of the personnel it employs and the level of public trust in those personnel.

In order to qualify for a position with Kitsap 911 or to be placed on the hiring register, an applicant must successfully pass each phase before being able to proceed to the next process.

Candidates may reapply after six (6) months if they do not pass testing, unless disqualified from further consideration for providing false or misleading information, withholding information, testing positive for illegal substances, cheating, or disruptive behavior.

PHASE 1 : SCREENING - Candidates are screened on the minimum qualifications and hiring standards the week after the position closes.

Candidates MUST meet the minimum qualifications and pass the hiring standards to be eligible to be considered for the position.

Candidates that do not meet the minimum requirements will be sent notification.

PHASE 2 : CRIMINAL HISTORY CHECK AND REFERENCE CHECK -A search of State and National Law Enforcement Databases which contain records of driver's license / history, arrests, convictions, warrants, restraining orders, sex offender registration and similar data.

Candidates who do not meet Kitsap 911's "Background Standards" are disqualified from further consideration and may not reapply until within the timeline established for their violation.

Kitsap 911 requires employment and personal references at the start of the hiring process. A standardized reference check form may be sent to each listed reference at any time during the process.

Only include references you want us to contact early in the process on your reference form. Final candidates will be asked to provide additional references later in the process.

PHASE 3 : ORAL BOARD / PANEL INTERVIEWS / ASSESSMENT CENTER - In a panel interview each candidate will be asked a set of standardized questions focused on job related competencies.

Although cut off scores are established in advance of the oral board only the top candidates will be contacted to advance to the next phase.

Supervisory and management positions may go through an assessment center, which may include an oral board interview. Candidates that are not selected will receive written notification.

• PHASE 4 : BACKGROUND INVESTIGATION - The Background Investigators will verify applicant's credentials, criminal record and verification of at least three employment and personal references.
• To assist the Background Investigator the candidate will be required to complete a Personal History form; complete in person interviews and inquires, phone or mail inquiries;

and documentation requests, reviews and certifications.

PHASE 5 : JOB PREVIEW - Final candidates may participate in a job preview to gain a more detailed understanding of job duties and requirements.

Job preview may include orientation meetings, group questions and answer sessions or job shadowing with trained Kitsap 911 employees.

Candidate participation in job shadowing sessions will be evaluated.

PHASE 6 : DIRECTORS INTERVIEW - Top Candidates will have an interview with Kitsap 911's Executive Director or designee prior to appointment.

The Executive Director will ask a set of questions focused on job related competencies.

PHASE 7 : FINGERPRINT CHECK - Successful candidates are required to submit a fingerprint card, which is used to search State and National Law Enforcement Databases.

Because this search usually takes more than one month to complete it may be conducted post-employment. Successful completion of the fingerprint search including timely submission of a fingerprint card is required either pre-employment or as a condition of continued employment.

PHASE 8 : JOB RELATED MEDICAL EXAMINATIONS - Final candidates will be required to pass all job related medical examinations, which include a vision examination, hearing examination, drug screen, and a physical examination.

Vision Examination : A qualified medical professional will assess your vision and determine if your vision is adequate to perform the essential functions of this position.

Hearing Examinations : A qualified medical professional will access your hearing and determine if your hearing is adequate to perform the essential functions of this position.

Drug Screening : Kitsap 911 policy is to test all final candidates to determine the presence of any substances noted in the Drug Possession / Usage section below.

Drug screens will be conducted and evaluated by certified technicians. Candidates, who test positive for any substances noted in the Drug Possession / Usage section above, will not be eligible for employment with Kitsap 911.

HIRING REGISTER : Candidates that are not immediately selected but meet all of the minimum qualifications may be placed on a hiring register to be considered in the event that another position may open during the term of the hiring register.

The term of the hiring register shall normally be for six (6) months and in no event longer than one (1) year.

Please make sure to enter an accurate telephone number and email on your application. Check your email and on-line account on a daily basis during the above time frames.

We will primarily be communicating by email.

HIRING STANDARDS APPLY

Kitsap 911 is a consolidated 911 / public safety dispatch center. As such, all Kitsap 911 employees have access to sensitive law enforcement information, critical public safety infrastructure, or both.

Further, employees assigned to Kitsap 911's Operations (dispatch), Information Technology, and Administrative divisions who have access to the National Criminal Information Computer System must meet minimum criminal history standards established by the FBI and Washington State Patrol.

Because of the sensitive nature of these positions and responsibility placed on the personnel, a thorough background investigation is completed.

The background investigation includes reference checks, interviews, criminal history, driving history, drug screening, and other miscellaneous cat