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.

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.

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.

• 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 time frames 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

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,…