Description
The Radio Network Operations & Support Supervisor leads the Subscriber Services team and Network Operations Center (NOC) function at Utah Communications Authority. This role oversees Tier 1 technical support, ticket intake and prioritization, radio programming, template management, console service support, and interoperability coordination for subscriber agencies on the statewide P25 radio network.
Responsibilities:
- Supervise subscriber services staff and manage staff performance, evaluations, goals, and personnel matters.
- Oversee daily NOC operations, monitoring carrier alarms, bad Network Access Code (NAC) events, and reported RF interference.
- Provide Tier 1 technical support to subscriber agencies, resolving issues and escalating as needed.
- Manage ticket intake and prioritization, assigning tickets and ensuring timely responses.
- Oversee radio programming template management, developing and maintaining templates.
- Coordinate interoperability programming and configuration with subscriber agencies and partner jurisdictions.
- Prepare cost estimates for programming, template development, and console service work.
- Coordinate with Field Services, Programming, and external vendors to resolve subscriber issues.
Requirements:
- Knowledge of P25 land mobile radio (LMR) systems, NOC operations, and radio programming concepts.
- Experience supervising staff and managing performance.
- Ability to prioritize work, make decisions, and solve problems.
- Familiarity with ticketing, CRM, and knowledge-base software.
- Excellent communication and interpersonal skills.
Other Requirements:
- On-call availability and after-hours rotation for NOC coverage.
- Occasional travel to subscriber agency facilities, UCA tower sites, and partner agency locations.
- Valid Utah driver's license required.