Global Medical Response, Inc.

I.T. Manager - Communication Center Technology in Tallahassee, FL
Requisition ID
Employment Type
Regular Full-Time

More Information about this Job

The IT Manager/Communications Center Technology is responsible for ensuring the proper technical operation of assigned Computer Aided Dispatch systems and integrations. This position is responsible for the supervision of staff supporting complex Communications Center Technology and Mobile applications.


Assists in the design and architecture of Communications Center Technology application solutions, offering technical excellence when called upon for Communication Center environments including their performance, availability, capacity, and security for the organization, the business units, and end users. This position will be called upon for technical expertise in resolving the most complex of issues that arise in the Communications Center Technology application environment.


This position also acts as the technical lead and liaison with internal and external customers and agencies.  This position is responsible for overseeing the implementation, administration and support of all Communication Center and Mobile technology to include CAD, workstation integrations, internal integrations, and external CAD-to-CAD interfaces along with Windows and Android mobile applications.


This position works in tandem with the Networking, Security, Server, Patching, Telecom, Radio, Mobile, GIS and Desktop teams to support the GMR CAD and Comm Center infrastructures. This position does require travel within the United States as needed


Essential Duties and Responsibilities:

  • Team coordination and resource planning, including schedule management for coverage and on-call
  • Must be aware of techniques and methods to develop teamwork
  • Oversee projects for team assignments so as not to interfere with support coverage
  • Oversee communication within the CAD support team and to vendors & customers
  • Provide status on any or all service impacting activity that effects the Communication Centers to direct manager
  • Oversee UAT and Upgrades to ensure successful project implementation of software installation and upgrade with minimal impact to customers
  • Direct staff in the installs or implementation, configuration, testing and monitoring of CAD system application, workstations, and servers
  • Offer advance knowledge and support for staff in complex software installations or implementations, enhancements, patches, and upgrades
  • Ensures staff compliance with the documentation of work requests, incidents, changes, and problems in IT division ticketing system according to policies.
  • Develop and provide monthly metrics of team utilization and adherence to service level agreements and perform corrective action when needed for staff that are outside of compliance
  • When needed, provide Tier 2 end user support for supported systems
  • Direct staff when requests for technical assistance fall after hours to ensure minimal disruption to business activities. This includes P1 and P2 outages
  • Provide staff development through coaching and mentorship. Develop and support team cross-training activities to ensure professional growth of direct reports.  Mentor team members to facilitating continued advancement of the technical skills of the team using a team-oriented approach with positive results
  • Comply with all employment laws and support affirmative action/equal opportunity and diversity goals
  • Adhere to all company policies and procedures
  • Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered.  Report information systems security problems
  • Travel as required

Minimum Qualifications:



  • 4-year degree in Computer Science or related field or Equivalent Experience
  • Preference may be given to candidates with formal training in any or all of:
    • Communications Center Technology management
    • CAD/Integrations implementations and administration
    • 911 Public Safety or Non-Emergency Call Center Technical Experience



  • 5+ years’ experience implementing and/or supporting CAD systems in the EMS/PSAP space
  • 2+ years previous experience leading small/medium size teams
  • Previous experience and understanding of GPS/AVL systems
  • Previous experience with Mobile CAD Software/Android/IOS Platforms
  • Experience in successfully coaching stakeholders through complex implementations
  • Demonstrated experience in troubleshooting software and software integrations
  • Ability to resolve complex issues in a timely manner
  • Proven track record of meeting deadlines and functioning in a fast-paced, complex environment
  • Experience working in remote environment and a demonstrated track record of being self-directed
  • Preference may be given to candidates with direct experience in CAD system implementation and support


Knowledge and Skills:   

  • Applicant is expected to have knowledge of commonly used concepts, practices, and policies within the information services field
  • Windows Server knowledge
  • Thorough understanding of Network infrastructures
  • Strong analytical, problem solving, communications, teamwork and customer support skills required
  • Strong collaboration skills: Communications Center Technology projects require the collaboration of developers, analysts, technicians, dispatch management, dispatch line personnel and other departmental members. The IT Manager works very closely with them and will be required to lead them in multi-leveled teams
  • Multi-tasking or working on several different projects at once is important as well. The IT Manager will coordinate numerous tasks with different individuals and teams at the same time. Having the responsibility and organization to handle this requirement is essential
  • Strong teamwork and interpersonal skills
  • Strong skills in staff development including background in training and interpersonal communications
  • Excellent oral and written communications skills and ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding
  • Ability to effectively research and adapt to rapidly changing technology and apply it to business needs
  • Demonstrated ability to communicate in a sensitive and diplomatic manner
  • Demonstrated ability as a facilitator in resolution of conflicting stakeholder priorities, perspectives, and preferences
  • Ability to interact effectively with multiple levels of management is required 

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer including Veterans and Disabled


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