PSAP Services Manager
West Corporation

Atlanta, Georgia

Posted in Telecommunications


This job has expired.

Job Info


For this opening we will consider candidates from the following locations: , United States |

Intrado has over 40 years of experience in safety services and 911 network engineering expertise. Today, the company is focused on transforming legacy Public Safety Answering Point operations and the entire 911 emergency response continuum through data-driven solutions. Intrado's continued focus is on innovations that leverage vast amounts of data from multiple sources - including mobile phones, IoT devices, smart speakers, artificial intelligence, geographic information systems and more. Integrating this data allows call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better with solutions that:

  • Enhance situational awareness for police as they respond, allowing for quicker and safer outcomes
  • Relay medical data to EMTs en route so they can provide personalized, life-saving treatment
  • Communicate with multiple agencies across jurisdictions for a well-coordinated response in large-scale emergency incidents, such as chemical spills, natural disasters, and active shooter situations.


Intrado is looking to hire a PSAP Services Manager to join our Safety Services team.

Essential Duties:
  • Manage team of Implementation Technicians responsible for the installation of Public Service Answering Point (PSAP) technology, including some travel to customer site to ensuring employees follow established corporate and departmental policies and procedures
  • Manage and provide direction on troubleshooting and resolving issues with product compatibility and integrations within scope of responsibility
  • Act as a subject matter expert on technology, industry and competitive analysis continually keeping up-to-date on new trends
  • Coordinate installation resources for international projects
  • Act as a department liaison between multiple departments (e.g., Engineering, Project Management, Help Desk, etc.) according to department policies and procedures
  • Develop MOPS (Method of Procedures), ensuring employees are in accordance with department and company policies and procedures
  • Address escalated troubleshooting issues in a timely and accurate manner, notifying supervisor of situations that may affect customer service and project timelines
  • Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges
  • Provide leadership and direction on all assigned projects ensuring follow through from beginning to end of project management life cycle
  • Establish and maintain a professional relationship with internal/external customers, team members and department contacts
  • Establish and maintain regular metric and team reports


Education:
  • Bachelor's degree in MIS, computer science, computer engineering, or a related field is required
  • Equivalent work experience in a similar position may be substituted for educational requirements


Experience:
  • 5+ years of technical customer service experience required, preferably in the 911 or public safety industry
  • 2+ years installation or software training experience required
  • 3+ years supervisory experience required
  • 4+ years' experience with networking, Windows based servers and workstations required
  • Certifications (e.g. Cisco Certified Network Associate (CCNA) preferred
  • 3+ years telephony knowledge (e.g. MDF, tip and ring punchdown, color codes, POTS, etc.) preferred
  • Ability to travel 25% or more of the time
  • Basic knowledge of Word, PowerPoint and Excel required

ABOUT US

Connecting people with each other and the right information is mission critical. Intrado develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories.

ABOUT THE TEAM

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.


This job has expired.

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