TELECOMMUNICATIONS MANAGER NM

Note: ** This position is open only to FDNY employees serving in the permanent civil service title of TELECOMMUNICATIONS MANAGER **

The Fire Department of the City of New York (FDNY) is the largest Fire Department in the United States and universally is recognized as the world’s busiest and most highly skilled emergency response agency. The Department’s main goal is to provide fire protection, emergency medical care, and other critical public safety services to residents and visitors in the five boroughs. FDNY members are sworn to serve and protect life and property and the Department works to continually educate the public in fire, life safety and disaster preparedness, along with enforcing public safety codes. Since its inception in 1865, FDNY has helped lead efforts to make New York the safest big city in the nation. This accomplishment requires a steadfast and daily commitment to maintaining the Department’s core values.

The Fire Department, City of New York (FDNY), seeks a full time TELECOMMUNICATIONS MANAGER in the Bureau of BUREAU OF ENTERPRISE TECHNOLOGY. The successful candidate will: Oversee the maintenance and accuracy of departmental documentation, including the knowledge base, policy and procedural manuals, and service catalogs for both templates and completed projects. - Develop, implement, and manage Mobility operational metrics and key performance indicators (KPIs); track and report trends in request volumes across calls and emails, including analysis of deviations and actionable feedback. - Manage and optimize staff utilization to ensure departmental milestones and objectives are achieved while maintaining a motivated, well-trained, and knowledgeable workforce. - Define, establish, and enforce service-level agreements (SLAs), team goals, and departmental objectives through ongoing monitoring of daily performance, scheduling adjustments, training, coaching, and corrective action as needed.

• Analyze Mobility operational performance, document resolutions, identify recurring issues or risk areas, and implement solutions to improve service quality and prevent future incidents. Assess individual and team training needs and coordinate with appropriate business units to facilitate targeted training opportunities. - Enforce all organizational and departmental policies and procedures consistently. - Oversee ticket management and resource allocation to ensure mobility requests and incidents are resolved in a courteous, timely, and effective manner. - Serve as the liaison between technical support teams and business units to facilitate issue resolution; perform administrative and coordination functions with agency mobility partners, including the OTI Enterprise Mobile Technologies Unit and cellular service providers. Communicate with executive leadership regarding significant mobility-related outages or incidents, New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or

2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in “1” above; or

3. Education and/or experience equivalent to “1” above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in “1” above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in “1” above.

Preferred Skills

In-depth knowledge of supporting mobile devices including iPads, iPhone, Android Smartphones and cellular communication devices. Technical knowledge in the following ServiceNow, Mobile Device Management (MDM), WorkspaceOne/Airwatch, iOS and Android mobile operating systems. Certifications considered a plus: ITIL, COMPTIA: A+, Network+. Understanding of application and technical functionality and with the necessary capabilities to effectively provide solutions for business requirements.