Technology Services Manager

Kitsap 911; Bremerton (WA); On-site; USD 120,000 - 160,000; Full time

Job summary

Kitsap 911 is seeking a Technology Services Manager to oversee staff and operations of radio and computer systems, including on‑premise, remote, and cloud technologies. The role leads complex technical program management and serves on the Kitsap 911 Management team.

This position develops the technology budget, directs projects, and ensures reliable, innovative service with a focus on responsive customer service to staff, agencies and stakeholders. Strong leadership is essential.

Qualifications

• Bachelor’s degree or higher in computer science, information technology management, business administration or a related field; seven (7) years of related experience with at least two (2) years in management and two (2) years of supervisory experience.
• Desirable certifications and successful project management experience at a department or system-wide level.
• Experience working in a 911 center or public safety agency is a plus.

Responsibilities

• Identify goals and initiatives to keep systems current with technology trends, upgrading systems or equipment.
• Oversee installations, maintenance, and upgrades throughout Kitsap 911; recommend enhancements to user agencies.
• Foster teamwork and build a positive culture within the Technology Services team.
• Lead large, complex projects from ideation through completion.
• Provide technical guidance on systems, software, hardware and data communication.
• Negotiate with third-party vendors; respond to RFPs, RFIs and RFQs.

Skills

Leadership

Project management

Team management

Communication skills

Strategic thinking

Budgeting

Education

Bachelor’s degree in computer science / information technology management / business administration

Job description

The Technical Services Manager oversees and manages the staff and operations of Kitsap 911's radio and computer systems (including on premise, remote, and cloud-based technologies), Al Solutions, E911, telephones, facilities, and project management. This position is responsible for complex technical program management.

The Technology Services Manager develops and reviews the recommended annual Kitsap 911 technology budget and is a key member of the Kitsap 911 Management team. Duties include identifying workplace and employee related issues, assisting with developing contract negotiation strategies, briefing the Executive Director and governing board on all technology matters, and ensuring satisfactory service to the public and user agencies. The incumbent leads a team of employees, directs work, prioritizes projects, teaches and trains, assesses and corrects performance issues, and takes disciplinary action when needed. The successful candidate will demonstrate visionary leadership, management and effective team building to ensure reliable, innovative service with a focus on responsive customer service to agency staff, member agencies and stakeholders.

Responsibilities

• Identify goals and initiatives to keep systems current with technology trends and developments, enhancing or upgrading systems or equipment.
• Oversee installations, updates, hardware and software maintenance throughout Kitsap 911, and make upgrade and enhancement recommendations to user agencies.
• Facilitate teamwork and morale among Technology Services employees and foster an intentional culture within the agency.
• Manage large, complex projects, including planning, oversight and leading from ideation through to completion.
• Provide technical advice to staff on systems, software, hardware and data communication.
• Communicate and negotiate directly with third-party technical vendors and support; develop, evaluate and respond to Requests for Proposal (RFP), Requests for Information (RFI) and Request for Qualifications (RFQ).
• Ensure compliance with federal, state and local system security requirements.
• Prepare, recommend, review and justify the agency’s technology budget; analyze cost/benefit of software updates and hardware changes and present findings to staff, user agencies and the governing board.
• Recruit, select, train and evaluate staff; implement strategies to improve productivity, efficiency and system integrity. Manage in-person, hybrid and fully remote staff members.
• Communicate effectively with staff at all levels, maintain collegial relationships, chair meetings and serve as management representative on committees and contract negotiations.
• Exercise patience and tact when communicating needs or objectives to staff with varying levels of technical knowledge.

Qualifications

Minimum Qualifications

• Ready and dependable means of transportation.
• Private telephone line available 24 hours (cellular phone acceptable).
• Successfully pass all parts of a multi-phase pre‑employment examination, including medical/fitness, drug test, psychological examinations and a criminal background check with national fingerprinting.
• Submit official transcripts from an accredited school or technical school, or proof of completion of required training or certification.
• Demonstrate initiative and good judgment.
• Communicate efficiently and effectively, orally and in writing, with tact, patience and courtesy.
• Work calmly and effectively with other staff, instilling confidence that problems are identified and solutions are executed in a timely manner.
• Build consensus and resolve conflicts among a diverse group of individuals.
• Navigate and manage multiple simultaneous projects skillfully.

Education & Experience

Bachelor’s degree or higher in computer science, information technology management, business administration or a related field AND seven (7) years of related experience, including at least two (2) years in a management level position and two (2) years of supervisory experience; or an equivalent combination of experience and education that provides the applicant with the necessary skills and knowledge.

Desirable

• Professional IT certification.
• Background/experience that demonstrates successful project management on a department or system-wide level.
• Experience working at a 911 center or other public safety agency.

Work Environment / Physical Requirements

Work generally takes place in an indoor climate-controlled environment, with occasional travel to external locations such as remote tower sites.

• Both sit and stand for extended periods.
• Use repetitive motions while entering information on a keyboard.
• Have vision, depth perception and peripheral vision sufficient to read computer screens, distinguish colors and interpret schematics.
• Occasionally exert force of 50 pounds; push, carry, pull and lift up to 25 pounds frequently.
• Bend, stoop and reach while installing or inspecting equipment.
• Grasp and handle documents and paper.
• Speak and hear sufficiently to communicate effectively in person and over the phone.
• During emergencies or special projects, this position may require irregular or changing schedules, including extended hours to correct technical issues, attend meetings or answer questions.
• Walk short distances frequently, over various terrain types.
• Tolerate exposure to computer monitors, electronic equipment and high noise levels.
• The position is primarily in-person with limited remote work opportunities.

Additional Data

• Classified as exempt under the Fair Labor Standards Act and is not eligible for overtime.
• Offers at‑will employment or specific employment contract.
• Additional education, licenses, certifications and other requirements may be necessary at the time of recruitment.
• Kitsap 911 is an Equal Opportunity Employer.