Subscriber Services Supervisor

Job description

UTAH COMMUNICATIONS AUTHORITY JOB DESCRIPTION Title: Subscriber Services Supervisor Status: Full Time FLSA Exempt: Exempt Reports To: Operations Manager GENERAL JOB DESCRIPTION: Under general direction of the Operations Manager, the Subscriber Services Supervisor leads the Utah Communications Authority’s (UCA) Subscriber Services team and Network Operations Center (NOC) function. The position oversees Tier 1 technical support, ticket intake and prioritization, radio programming and template management, console service support, and interoperability coordination for subscriber agencies on UCA’s statewide P25 radio network. The Subscriber Services Supervisor oversees daily NOC operations, including monitoring of carrier alarms, bad Network Access Code (NAC) events, and reported RF interference; coordinates Tier 1 response; and prepares cost estimates for programming, templates, and console service requested by subscriber agencies. The position manages staff timecards, performance, and training, and coordinates with Field Services, Programming, and external vendors to escalate and resolve subscriber issues. EXAMPLES OF TASKS/DUTIES: Supervise subscriber services staff; manage staff performance, conduct evaluations, set goals, and address personnel matters in coordination with Human Resources. Review and approve employee timecards; verify accuracy against schedules, leave, and overtime records; ensure timely payroll submission consistent with UCA policy. 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. Attend meetings as required. Regular attendance. Other duties as assigned. KNOWLEDGE, SKILLS, ABILITIES, AND TYPICAL QUALIFICATIONS: (Includes knowledge, skills, and abilities required upon entry into position and trainable after entry into position) 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. Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions. 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. Identify, characterize, and coordinate response to RF interference, carrier alarms, and bad NAC events. Apply Tier 1 troubleshooting techniques and follow established escalation procedures. Prepare clear, defensible cost estimates and document the basis of estimate. Communicate information and ideas clearly, and concisely, in writing; read and understand information presented in writing. Speak clearly, concisely, and effectively; listen to, and understand, information and ideas as presented verbally. Deal with subscribers, partner agencies, vendors, and staff in a manner which shows sensitivity, tact, and professionalism, particularly with public-safety customers. Use ticketing, customer relationship management (CRM), and knowledge-base software. Use computer spreadsheet, word processing, and email software. Maintain confidentiality of personnel, operational, and security-sensitive information. Applicable laws, rules, regulations, and/or policies and procedures, including FCC rules and UCA operations policies. Coordinate cross-functional response across multiple internal teams and external agencies. Review and approve timecards; verify accuracy against schedules, leave, and overtime records. Other duties as assigned. OTHER REQUIREMENTS: Subject to on-call availability and after-hours rotation to support NOC coverage, emergencies, and major incidents; may be required to respond outside of normal business hours, including evenings, weekends, and holidays. Position is predominantly office-based; occasional travel to subscriber agency facilities, UCA tower sites, dispatch centers, and partner agency locations may be required; valid Utah driver’s license required. Risks include those typical of an office and NOC environment, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, extended computer and console use, and occasional driving. Typically, the employee may sit comfortably to perform the work; however, there may be some walking, standing, bending, carrying light items, and driving an automobile. Special physical demands are not typically required to perform the work. Reasonable accommodations may be available consistent with applicable law. Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Retirement plan Tuition reimbursement Work Location: In person