911 IT Operations Manager

Job Locations US-PA-Philadelphia
Posted Date 2 years ago(9/13/2018 11:34 AM)
# of Openings
Information Technology


SoluStaff is recruiting a 911 IT Operations Manager for its customer, located in Center City Philadelphia. The 911 IT Operations Manager position is a senior technical position that provides direction and technical guidance to support our customer’s 9-1-1 systems unit including daily operations and support of technology solutions, strategic planning, budgeting, and support of assigned programs, projects and initiatives.


The successful candidate must be well versed in the various systems which support 9-1-1 to include but not limited to the following: Computer Aided Dispatching Systems; 9-1-1 Phone Systems, Motorola 800 MHz Radio system, MDC’s, Logging Recorders, NG 9-1-1 and Text to 9-1-1 centers and; various interfaces to local, state and federal databases. In-depth knowledge of technology implementation methodologies including quality assurance and validation protocols as well as application operation and integration is a must.


This position will take the lead role under minimal supervision to plan, direct, monitor and report on all activities of the unit as well as plan and direct special projects as needed working collaboratively with other Public Safety areas, customers and vendors. This position requires coordination with multiple City and State agencies; therefore, a professional demeanor, customer service skills, along with the ability to work within teams and organizational units is necessary.


  • Contribute to the continuity of 9-1-1 computer services by providing necessary technical leadership and project coordination
  • Determine the goals of 9-1-1 IT operations within broad outlines provided by executive management; coordinate the daily activities of the 9-1-1 IT operations and staff; determine staff development requirements and ensure technical support staff receive suitable training
  • Forecast 9-1-1 infrastructure and equipment related costs and IT personnel needs for ongoing operational support as well as technology projects and programs related to all 9-1-1 operations
  • Stay abreast of the latest developments in 9-1-1 technology and provide input to the 9-1-1 technology roadmap; in collaboration with executive management, set priorities and direction for 9-1-1 technology projects
  • Confer with public safety stakeholders to determine computing and information management needs and requirements; develop plans and strategies to meet the information management needs of the 9-1-1 area; develop plans and proposals to analyze and upgrade the existing systems; determine which applications can best satisfy department computing requirements; determine computing policies and procedures; direct installation and validation of new or revised software and hardware; confer with designated technical specialists to insure provision of support to the department; participate in interview and selection of vendors/contractors
  • Direct the maintenance of and enhancements to 9-1-1 systems including analyzing user needs, planning required systems and project development activities and addressing end user requests
  • Work with department management to identify and define problems, issues and opportunities to improve efficiency and effectiveness through IT initiatives; work with internal IT resources, stakeholders and vendors to ensure new initiatives are planned, launched and executed correctly.
  • Help ensure delivery of computer services to the 9-1-1 area within allocated cost and schedule and within budget
  • Prepare detailed flow charts and diagrams outlining system capabilities and process flows
  • Conduct technical research on system upgrades to determine feasibility, cost, time required, and compatibility with current system.
  • Project future needs of department to promote effectiveness and efficiency; confer with and recommend to superiors the most appropriate software and hardware purchases; prepare cost comparisons of equipment and software considered for purchasing


  • Broad-based technology in multiple business applications and environments
    • Application development and maintenance
    • Networking and security
  • Intimate knowledge of
    • Computerized system validation (CSV) strategies and standards
    • Computer Aided Dispatching Systems
    • 9-1-1 Phone Systems
    • Motorola 800 MHz Radio system
    • Mobile Data Computers
    • Logging Recorders
    • NG 9-1-1
    • Text to 9-1-1
    • Emergency Police/Fire/EMS Operations
    • 9-1-1 call center IT operations
    • Continuity of operations
  • Skills
    • Analytical
    • Communication
    • Organizational
    • Managing multiple assignments
  • BA/BS degree or an equivalent combination of education and experience
  • Eight plus (8+) years of applicable work experience with 5 or more years of IT management experience
  • Experience working in a large governmental environment is a plus
  • NENA ENP certification


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