Description
The Subscriber Services Supervisor leads the Utah Communications Authority's (UCA) Subscriber Services team and Network Operations Center (NOC) function.
Responsibilities:
- Supervise subscriber services staff; manage staff performance, conduct evaluations, set goals, and address personnel matters in coordination with Human Resources.
- Oversee daily Network Operations Center (NOC) operations; monitor and respond to carrier alarms, bad NAC events, and reported RF interference.
- Triage and provide Tier 1 technical support to subscriber agencies; resolve issues at Tier 1 where possible, and escalate to Field Services, Programming, or vendors as appropriate.
- Manage ticket intake and prioritization; assign tickets, set priority levels, ensure timely response, and track to resolution and close-out.
- Oversee radio programming template management; develop, maintain, and version-control templates used for subscriber agency radios.
- Coordinate interoperability programming and configuration with subscriber agencies and partner jurisdictions to support cross-agency communications.
- Oversee console service support; coordinate troubleshooting and response for dispatch console issues.
- Prepare and provide cost estimates to subscriber agencies for programming, template development, and console service work, in coordination with Finance and the Operations Manager.
- Coordinate with Field Services Supervisors and Programming staff to escalate field-level issues, RF interference investigations, and complex configuration matters.
- Coordinate with equipment vendors and service providers on subscriber-side technical issues, warranty matters, and system updates.
- Maintain documentation of subscriber configurations, agency contacts, ticket history, and standard operating procedures.
Requirements:
- Supervise, direct, and evaluate staff; manage performance and address personnel matters appropriately.
- Plan, organize, and prioritize work; manage concurrent tickets, projects, and operational priorities under variable workload conditions.
- Knowledge of P25 land mobile radio (LMR) systems, including network access codes (NACs), talkgroups, control channels, and related concepts.
- Knowledge of Network Operations Center (NOC) operations, alarm monitoring, and incident triage practices.
- Knowledge of radio programming concepts, codeplugs, and template management, including version control and change tracking.
- Knowledge of dispatch console systems and operations.
- Knowledge of interoperability principles and inter-agency communications coordination.