Customer Information Center Supervisor jobs in Santa Maria, CA

San Luis Obispo (SLO) County, Information Technology Department, is looking for an experienced radio communications leader (Job Classification – IT Supervisor) who will help to manage the County's public safety radio network.  The IT Supervisor will lead a team of 8 staff who support the mission of ensuring a highly reliable public safety communication system.

This position under direction, will manage the planning, acquisition, deployment, operation, and support of radio and wireless technologies including microwave for the County of San Luis Obispo; plan and direct the daily activities of the Communications Team staff; manage professional and technical staff engaged in the support of radio systems; and have overall program and asset management responsibilities of the radio systems at the County of San Luis Obispo.

San Luis Obispo County Employment

The County of San Luis Obispo fosters a healthy work-life balance while making valuable and personal contributions to enhance the livelihood of our wonderful community. 

The Information Technology Department

San Luis Obispo County Information Technology Department (ITD) offers an exciting, fast-paced environment where exceptional performance is encouraged and rewarded.  ITD consists of 85 staff within four (4) operational Divisions: Administration; Applications; Customer Service / Delivery; and Infrastructure.  ITD resources are operated and maintained in a manner that supports high availability and minimizes the risk of business interruption. ITD's focus is on developing a sustainable, customer focused environment to enhance and improve the quality of technology services used by County departments and partner agencies for the benefit of all San Luis Obispo County residents, businesses, and visitors. This opportunity provides candidates with the exposure of working with various county departments as well as other partner public safety agencies.  The County supports a work-life balance and provides a generous pension. 

The Job

This leadership position is within the Infrastructure Division and will supervise the Communications Team made up of 8 employees.  The communications team manages both the County's public safety radio and video surveillance systems.  The County recently completed a system-wide upgrade project. The current system is a hybrid analog/digital system utilizing both VHF and UHF frequencies. The Land Mobile Radio system is utilized by the County Sheriff, County Fire, Public Works, Animal Services, and many other agencies. With over 20 radio sites and thousands of subscriber units, the LMR system utilizes modern base stations, voting, and simulcast technologies. Additionally, the County has migrated from traditional TDM transport to a more modern system leveraging all IP based radios using advanced carrier class IP network technologies for system resiliency.  The system consists of a 14-site microwave radio network using a mixture of 6ghz and 11ghz licensed microwave radio links and another approximately six sites connected via other IP networks.  The public safety radio system supports multiple agencies and over 2000 subscribers daily.

Typical Responsibilities

• Manage a group of 8 radio communications and network engineers, and a multi-million-dollar budget.

• Organize and direct the design, installation, expansion, operation, maintenance and repair of the County public safety radio communication system and related equipment; establish project timelines and priorities; assure public safety radio functions and activities comply with established laws, codes, ordinances, rules, regulations, policies, and procedures.

• Coordinate and direct personnel, projects, and communications to assure smooth and efficient system operations and meet the emergency response needs of the County; confer with Departments, Sheriff, fire, and medical personnel concerning public safety radio needs; assure proper and timely resolution of system issues, problems, and malfunctions.

• Plan, organize and direct the development and implementation of communication system expansion projects; estimate labor, material, and equipment requirements for projects; monitor and evaluate progress of installation, expansion, maintenance, and repair projects; inspect completed projects for accuracy, completeness and compliance with established guidelines, procedures, and requirements.

• Manage operations and activities related to the inspection, troubleshooting, diagnosis and repair of system malfunctions and interferences; assure adequate supplies and equipment to complete projects; coordinate the purchase of supplies and equipment as appropriate; collaborate with vendors and outside organizations in the coordination of public safety radio projects and operations as needed.

• Assure compliance with required Federal Communications Commission licenses.

• Provide consultation to County personnel, outside agencies and others concerning public safety radio and related functions and activities; respond to staff input concerning system needs; respond to inquiries, resolve issues and conflicts, and provide detailed and technical information concerning related laws, codes, ordinances, rules, regulations, policies, and procedures.

• Participate in the development and preparation of the annual preliminary budget for the County public safety radio communication system; analyze and review budgetary and financial data; control and authorize expenditures in accordance with established limitations.

• Provide technical information and assistance to management regarding public safety radio needs and issues; assist in the formulation and development of policies, procedures, and programs.

• Coordinate with outside agencies and landowners for new and amended lease agreements and site access.

• Act as Radio Amateur Civil Emergency Service Officer (RACES) under State OES plan; coordinate and support RACES volunteer program.

Ideal Candidates should:

• Be a good communicator with keen business insights. 
• Be detail-oriented, with strong analytical, problem-solving, and troubleshooting skills.
• Lead a team to accomplish a common goal and can forge strong relationships with various stakeholders.
• Be an effective multi-tasker prioritizing and managing several tasks at once.
• Have a great attitude and display a contagious “get it done and done right” mindset.
• Have strong leadership skills that includes being independent, creative, and thinking strategically.
• Have the desire and ability to improve inefficient processes. 

And, possess knowledge of and/or experience with one or more of the following: 

• Applicable laws, statues, regulations, and/or administrative/criminal legal guidelines and procedures
• Comprehensive knowledge of technical developments and trends in microwave radio and two-way radio communications equipment and facilities
• Thorough knowledge of regulatory standards and requirements applicable to present and prospective microwave radio and two-way radio communications operations and installations
• Thorough knowledge of the principles and practices of supervision
• Thorough knowledge of the principles, practices and techniques of organizational planning
• Ability to relate present and future County government needs to emerging technology, engineering principles and practices, and use of telecommunications facilities
• Ability to organize and supervise the work of technical and operating personnel
• Ability to communicate effectively, both orally and in writing
• Ability to establish and maintain effective working relationships with the public, County officials and employees
• Ability to prepare administrative and operation reports