Director, Technology Field Operations

CoreCivic; Brentwood (TN); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading correctional and residential services company is seeking a Director of Technology Field Operations in Brentwood, TN. This hybrid position requires overseeing field engineering and audio/visual teams, managing large-scale technology projects, supervising staff, and maintaining a high standard of service. The ideal candidate must have a Bachelor's degree in Information Technology with over 6 years of technical operations experience and proven supervisory skills. Strong problem-solving abilities and proficiency in Microsoft applications are essential.

Qualifications

• 6+ years of experience in technical field operations or AV security camera support needed.
• 2+ years of supervisory experience in a technical field setting preferred.
• Network +, Security+, and A+ certification preferred.

Responsibilities

• Oversee quality of technology services provided by teams.
• Manage engineering design and deployment of facility technology.
• Supervise staff and conduct performance evaluations.
• Ensure appropriate response to internal client requests.
• Collaborate with managers to understand customer experience.

Skills

Problem solving

Customer service

Analytical skills

Microsoft Teams

Microsoft Office

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Polycom resource manager

Crestron control systems

Milestone camera systems

Axis camera systems

Job description

At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Director, Technology Field Operations. Come join a team that is dedicated to making an impact for the people and communities we serve.

This is a hybrid position requiring 3 days onsite in Brentwood, TN.

SUMMARY

The Director, Field Operations is responsible for the daily operation and supervision of the Field Engineering and Audio/Visual teams. Oversees budgeting, successful design, optimization, planning, and implementation of large-scale Technology/Operational projects for all CoreCivic departments and facilities. Executes the CoreCivic Program Management Office methodology on all assigned projects. Manages CoreCivic engineers and external vendors to support the core technology hardware at all facilities.

ESSENTIAL FUNCTIONS

• Oversees the overall quality of technology services provided by Technology Field Engineering and AV Security teams, ensuring that all technology issues are resolved as efficiently as possible.
• Manages engineering design and deployment of facility cameras, switches, wireless devices, network, telephones, workstations and presentation systems along with support and troubleshooting. Maintains hardware lifecycle and budget and day-to-day operations of CoreCivic AV and facility technology systems.
• Supervises staff in the performance of their duties and evaluates as prescribed by company policy. This includes training new employees, evaluating performance and preparing written performance reviews, listening to concerns and effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules for staff and approving leave requests.
• Ensures prompt, courteous and appropriate response to internal client requests with a high standard of service in accordance with the Service Level Agreements (SLAs) for field technology and AV support.
• Works with Technology teams to optimize utilization of Field Operations, schedules all workload, subcontractor contract management, and gains efficiencies through technology, utilizing workflows and process changes.
• Verifies complete closeout of incident, problem and change tickets.
• Maintains the schedule of support staff and provides guidance for extended support hours.
• Develops and trains staff on effective methods to research, troubleshoot and deliver solutions to known errors and workarounds.
• Collaborates with other managers and system administrators to understand immediate and long-term trends that adversely affect the customer experience and correct root causes of such trends.
• Participates in the interview and selection process and collaborates with management to fill Technology support roles.
• Domestic U.S. travel required.

QUALIFICATIONS

• Graduate from an accredited college or university with a Bachelor's degree in Information Technology or related field is required.
• 6+ years of experience in technical field operations or AV security camera support, supporting multiple locations is required.
• Additional years of related experience may be substituted for the educational requirement on a year-for-year basis.
• 2+ years of supervisory experience in a technical field setting is preferred.
• Network +, Security+ and A+ certification or equivalent preferred.
• Must have strong problem solving, customer service, and analytical skills.
• Working knowledge of Microsoft Teams cloud video platform, Polycom resource manager and infrastructure, Crestron control systems, Milestone camera systems and infrastructure, Axis camera systems, and Information Technology Infrastructure Library (ITIL) practices.
• Proficiency in ServiceNow and Microsoft Office Applications is required.

CoreCivic is a Drug Free Workplace & EOE – Vets/Disabled.