IT Systems EMS Supervisor-IS17

Gwinnett County; Lawrenceville (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Gwinnett County seeks an experienced Public Safety IT Manager to supervise staff and oversee the administration of mission-critical public safety systems, including CAD, RMS, and mobile apps. You will coordinate with agencies, county IT, and vendors to ensure reliable service delivery and effective operations.

Responsibilities include prioritizing workloads, guiding system upgrades, and maintaining security and data integrity across CJIS/GCIC-compliant environments.

Qualifications

• Staff supervision and performance management experience
• Technical leadership for mission-critical public safety systems
• Strong collaboration with public safety agencies and vendors
• Experience with system upgrades and incident resolution

Responsibilities

• Assigns and reviews staff work, sets schedules and priorities, and conducts performance evaluations.
• Provides guidance and escalation support for complex issues across CAD/RMS and related platforms.
• Oversees maintenance, configuration, and operational support of mission-critical public safety applications.
• Coordinates with vendors and stakeholders to improve system reliability and service delivery.
• Monitors application performance, availability, and integration reliability.
• Drives testing, deployment, and validation of upgrades and technology deployments.

Skills

Staff supervision

Technical leadership

Public safety IT

Vendor coordination

Job description

This position supervises and directs Public Safety IT systems administration staff, overseeing daily operations, workload distribution, employee performance, training, and professional development. Establishes priorities, assigns responsibilities, monitors service delivery, and provides technical and operational leadership to ensure the team effectively supports the needs of public safety agencies.

Provides technical and operational oversight of the administration, maintenance, performance, and availability of mission-critical public safety applications and supporting technologies, including Computer-Aided Dispatch (CAD), Records Management Systems (RMS), mobile applications, databases, system integrations, and related platforms. Ensures technical issues, system maintenance, upgrades, and operational requirements are effectively managed to support continuous public safety operations.

Serves as a primary technical and operational liaison between Public Safety IT, public safety agencies, system users, departmental leadership, County IT teams, software vendors, and external service providers. Coordinates resolution of technical issues, communicates system impacts, evaluates operational needs, and ensures stakeholder concerns, vendor responsibilities, and service expectations are appropriately addressed.

Coordinates technology initiatives, system enhancements, and operational improvements across public safety agencies, IT teams, and external vendors. Evaluates technology needs, establishes project priorities, reviews technical recommendations and vendor-proposed solutions, and supports strategic planning to improve system reliability, service delivery, operational efficiency, and alignment with County objectives.

Essential Duties:

• Assigns and reviews staff work, establishes schedules and operational priorities, conducts performance evaluations, addresses personnel concerns, and identifies employee training and development needs in accordance with County policies and procedures.
• Reviews technical service requests, system incidents, outstanding issues, and team workloads to ensure appropriate resource allocation, timely resolution, and effective communication with system users, departmental representatives, and other stakeholders.
• Provides technical guidance and escalation support to systems administration staff, assisting with complex application issues, system integrations, database concerns, vendor-related problems, and other technical challenges affecting public safety operations.
• Oversees the administration, configuration, maintenance, and operational support of mission-critical public safety applications and related technologies.
• Ensures systems administration staff effectively manage application functionality, user access, system configurations, troubleshooting, and routine maintenance activities to support departmental operations.
• Monitors and evaluates application performance, system availability, integration reliability, and recurring technical issues.
• Coordinates with systems administration staff, system users, vendors, and departmental stakeholders to identify operational risks, evaluate technical limitations, and implement improvements to system reliability and service delivery.
• Serves as a primary point of coordination with software vendors, technology providers, and external service organizations to investigate technical issues, evaluate proposed solutions, coordinate support activities, review vendor performance, verify completion of technical deliverables, and address concerns regarding vendor responsiveness or service quality.
• Works directly with public safety leadership, departmental stakeholders, system users, and County IT management to evaluate operational needs, address technology-related concerns, establish support priorities, and provide technical recommendations regarding application functionality, system enhancements, resource requirements, and vendor-proposed solutions.
• Coordinates testing, scheduling, implementation, and validation of public safety application upgrades, system changes, technology deployments, and related projects.
• Collaborates with technical staff, vendors, system users, and departmental leadership to evaluate operational impacts, communicate planned changes, and minimize service disruptions.
• Reviews and maintains technical documentation, operational procedures, system integration records, access and data-sharing arrangements, and security-related practices.
• Coordinates with technical staff, vendors, and departmental stakeholders to support consistent operations and applicable CJIS/GCIC and County cybersecurity requirements.
• Coordinates after-hours technical support, on-call coverage, critical incident escalation, and communication with public safety leadership, system users, technical teams, and vendors during significant system outages or service disruptions.
• Ensures appropriate resources are engaged, operational impacts are communicated, and restoration activities are effectively coordinated.