Technical Support Manager Jobs in Rhode Island (NOW HIRING)

The Brown University Department of Public Safety and Emergency Management (DPSEM) is a dually accredited (CALEA and RIPAC) department that provides the overall safety and security of the campus community. Situated physically within DPSEM, the Police Technical Services Manager will lead the Technical Services Division. Under the broad policy guidance of the Vice President for Campus Safety and Emergency Management and the Deputy Chief, this position functions, in coordination with the OIT Director of Departmental System Applications team in providing technical guidance to provide reliable, high-performance, secure, and scalable infrastructure technology to agency systems, and assures their integration in the support of the mission and goals of DPSEM. In coordination with the Public Safety Applications team, this position will oversee the day‑to‑day facets of the police department's information and public safety systems and applications including IMC CAD/RMS, 800MHz, MDTs, portable radios, station alerting systems, and other public safety and related hardware and software. The Police Technical Services Manager will oversee the Manager of the DPSEM Communication Control Center and twelve dispatch personnel. This position is the primary contact for all technology within the department and as such, functions as the department's technical expert.

• Serve as the department’s project leader and act as a liaison for complex technical upgrades and system maintenance.
• Design and provide instructional support for the various information systems; develop and maintain compliance with state and federal security regulations.
• Work with DPSEM staff, campus and law enforcement senior administrators, and senior information technology leadership. Represent DPSEM at any Communication Center Dispatch meetings as liaison and primary contact.
• Coordinate the utilization of various technical databases and software associated with specific federal and state law‑enforcement information systems.
• Research, apply for, and monitor technology‑related grants.
• Provide strategic leadership, operational control and direction over dispatch and technical staff; manage staff by establishing and evaluating strategic group priorities and performance expectations; assign and direct division work, applying discipline when necessary. Participate in hiring processes.
• Oversee all data entry into the confidential automated records systems.
• Create, implement and maintain policies and procedures, standard operating and training manuals for the communication center.
• Assess training needs, determine training approach, develop course materials and conduct advanced technical training for all department personnel.
• Serve as a member of the department’s senior leadership team; act in an advisory capacity on technical issues; develop and provide managerial reports and background information to make operational decisions.
• Participate in strategic planning activities, measurement, implementation and reporting. Represent department technical needs and limitations on all internal technology‑related committees.
• Maintain confidentiality and integrity of the computer system, including on‑site servers and network security.
• Serve as primary contact for the IMC Dispatch/Records Management computer system.
• Serve as liaison with the Public Safety Applications team in installing, upgrading and troubleshooting software. Provide training to police communication center personnel and officers concerning equipment usage.
• Participate in the IMC Dispatch/Records Management System User Committee.
• Coordinate the utilization of various technical databases and software associated with specific federal and state law‑enforcement information systems, including supervising all organizational equipment and functions, acquisition forms and expenditures.
• Maintain a high level of computer competency in specific types of software/hardware associated with law‑enforcement functions concerning information input and retrieval.
• Analyze service and equipment needs for appropriate workflow. Liaison with the Public Safety Applications team in working with vendors responsible for installing hardware/software and telecommunications equipment and systems within the communications center and the police department.
• Assess and allocate resources to achieve objectives. Take action to improve and streamline system performance and efficiency.
• Evaluate new products, document characteristics and make recommendations.
• Act as a liaison to law enforcement and other state and federal agencies. Organize and audit files yearly for state and federal regulations concerning employee access and accountability. Audit police officer and dispatcher access to password‑secured information and databases.
• Act as an agency liaison in the DPSEM dealings with the State of Rhode Island Systems. Maintain integrity and security of input, storage, retention and disposal of all department event records, confidential criminal history information and personal or sensitive information relating to DPSEM staff, faculty and students contacted by Brown police.
• Attend the Rhode Island State Law Enforcement Information Records Association meetings and ensure compliance with all Rhode Island State Archive directives.
• Coordinate data gathering requirements for compliance with state and federal reporting regulations. Coordinate the information transfer and retrieval to law‑enforcement agencies, Rhode Island State Police, US Department of Education, Federal Bureau of Investigation and the City of Providence Court Systems.
• Validate training, system use, and ensure security and confidentiality compliance of the National Crime Information Center computer system, the Rhode Island Crime Information computer system and the Rhode Island Computerization Enforcement Service System.
• Act as a liaison to the Public Safety Applications team in implementing and maintaining security policies and standards within the various databases according to access levels and authorizations.
• Perform duties of the Judicial Information System (JIS) as link site coordinator, responsible for communication and technical support coordination for the Office of the Administrator for the Courts (OAC); train and support all organizational Judicial Information users, authorize, reset and delete subscribers within the organization; maintain accuracy of information in the computerized District and Municipal Court, Juvenile Court, Superior Court and the Appellate Court Information System.
• Purchase new hardware/software within the approved budget; implement hardware/software upgrades; evaluate and resolve user problems; maintain schedules for all equipment.
• Perform performance management and evaluation for staff. Make decisions that depend on the position’s advice: IT plans/goals for the department, acquisition of major equipment or new software packages, development of an annual technology budget, installation of new or upgraded security equipment in all campus facilities.

• Bachelor's degree with emphasis in administration, communication, management, business administration, police science, computer science, information systems, public administration or a closely related field.
• Five years’ managerial experience in technology, information systems, and/or project management in a law‑enforcement agency or similar entity.
• Preferred: Experience with university policing.

• Solid understanding of 911 technical systems, radio systems or law‑enforcement records management systems gained through three years’ professional experience either as a law‑enforcement dispatcher or call taker responsible for data entry into a CAD/RMS system or any combination of experience and training that would provide the required knowledge and abilities working in public safety, law enforcement or a similar entity.
• Knowledge of technical applications (software, hardware, network security and troubleshooting); project management principles; organizational and management principles as applied to the analysis and evaluation of programs, policies and operational needs of common law‑enforcement practices.
• Knowledge of principles and practices of personnel management and statistical techniques utilized in crime analysis.
• Ability to work collaboratively with the university's Information Technology Services and vendors, and various sections within the Police Department, to accurately evaluate and prioritize hardware and software requests.
• Ability to assess training needs and implement appropriate training for users; manage, coordinate and direct the work of professional and union employees.
• Excellent written, verbal and interpersonal communication skills; ability to communicate clearly and concisely and to establish and maintain effective working relationships with department and university staff, and vendors.
• Capacity to work professionally, and diplomatically interface with a variety of constituencies involved in law enforcement, the media and university administration.
• Excellent computer skills and proficiency using Adobe Acrobat and Microsoft Office (Word, Excel, PowerPoint, Access); familiarity with HTML coding and/or Dreamweaver.
• Ability to work under deadline pressure and to work both independently and as a member of a team.
• Strong project management skills and ability to prioritize work to meet internally and externally imposed deadlines.
• Highly organized and attentive to detail. Experience with and expert knowledge of various law‑enforcement databases. Strong working knowledge of CAD/RMS vendors.
• Must be a team player who can display tact, patience and respect in dealing with people of varying temperaments and levels of knowledge under often difficult or stressful circumstances. Must have a high level of ability to multitask with audio, visual and manual tasks.
• Flexibility and availability to work a flexible schedule concerning shift hours and days of the week, including callback and holidays, depending on department needs.
• All offers of employment are contingent upon consent to criminal background screening and education verification with results satisfactory to Brown.

See the University’s Benefits portal for detailed information on salaries, insurance, retirement plans and other employee benefits. The position offers a competitive compensation package and a supportive work environment.

Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law.

Brown University is a registered employer in Rhode Island, California, Colorado, Connecticut, Florida, Maryland, Massachusetts, NewYork, NewHampshire, NewJersey, NorthCarolina and Washington,D.C. This position is not eligible for visa sponsorship. The University is an E‑Verify Employer.