Manager - Service Desk

Role overview

This role leads daily customer support operations for the Division of Public Safety Communications (PSC) and the public safety voice radio network. The manager oversees a 24/7 service desk, guides staff, and ensures service delivery for systems used by public safety agencies across Marion County. The position requires sound independent judgment, especially in situations where formal procedures may not already exist, and reports to the Deputy Director.

Agency mission

The Metropolitan Emergency Services supports emergency answering and dispatch across the City and County of Indianapolis. The organization aims to serve the public effectively by building a productive, collaborative, and compliant workplace that helps meet the needs of Indianapolis and Marion County residents.

Key responsibilities

• Direct day-to-day operations of the around-the-clock service desk that supports applications and systems used by all public safety agencies in Marion County.
• Manage staff through hiring recommendations, termination recommendations, performance reviews, coaching, training, task assignment, and issue resolution.
• Oversee the public safety voice radio environment, including hardware, software, databases, towers and tower facilities, microwave systems, generators, battery backup equipment, dispatch consoles, and mobile and handheld radios.
• Work with outside vendors, internal technical teams, and customers to keep trouble tickets and work orders moving within expected timelines.
• Create and maintain policies, procedures, training guides, and operational manuals for the service desk.
• Plan, prioritize, and assign requests for equipment installation and service, including additions, moves, changes, repairs, and related outside vendor work.
• Contribute to the analysis, design, development, and rollout of computer systems and applications that support changing operational needs.
• Act as a main contact for vendors and external contractors.
• Evaluate customer service requirements and the performance of operational systems and programs.
• Help design and improve customer service systems and programs as needed.
• Take part in division-level strategic planning, development, and implementation efforts.
• Review completed work orders and trouble tickets for accuracy and completeness.
• Handle inquiries and resolve issues connected to transactions managed by the service desk.
• Support the creation of operating goals and objectives for the service desk.
• Recommend, implement, and administer process improvements that strengthen operations.
• Establish recordkeeping methods and manage division records in line with relevant regulations, policies, and standards.
• Assist other PSC team members with public records requests, internal affairs investigations, and service desk tasks when needed.
• Maintain a valid driver’s license at all times.
• Be available on-call as required.
• Perform Tier 2 System Technician duties at the service desk when necessary.
• Protect confidential information at all times.

Qualifications and experience

A bachelor’s degree in Public Safety, Public Administration, or a related area is required, along with seven years of relevant experience, including three years in a supervisory role and one year in project management. One year of applicable experience may replace one year of required education.

The preferred background includes a master’s degree in Public Safety, Public Administration, or a related field, plus four years of relevant experience, including one year of supervision and one year of project management.

Required knowledge and abilities

The ideal candidate should have strong communication and interpersonal skills, the ability to work effectively with diverse groups, and a service-oriented mindset. The role also calls for the ability to assess customer needs, propose practical solutions, understand customer service standards, and work with complex telecommunications and radio network environments.

Additional strengths needed include team leadership, planning and prioritization, technical oversight, project coordination, relational database management, deadline management, operational analysis, process improvement, decision-making, and problem-solving.

Experience with Motorola ASTRO25 radio systems and Microsoft Office is required.

Working environment and conditions

This job is performed in an office setting with no unusual environmental exposure. The PSC help desk operates 24 hours a day, 7 days a week, including holidays, so the role may require alternate working hours depending on agency needs.

Physical demands

• Most work is done while seated at a desk.
• Light lifting, carrying, pushing, or pulling of materials weighing about 5 to 10 pounds may be required.
• Extended time at a keyboard or workstation is expected.
• The role requires the ability to hear sounds, notice visual cues or signals, and communicate verbally.

Equal opportunity statement

The City of Indianapolis Marion County is committed to equal employment opportunity. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. The organization values diversity of experience and perspective among coworkers and the communities it serves.

Additional notes

This list of duties is not exhaustive and may be updated with additional responsibilities as business needs change.