IT Manager - Safety & Emergency Services

This position is responsible for professional, highly technical and supervisory work, planning and coordinating information systems activities, facilitating and resolving administrative issues associated with information technology projects; as well as leading a team that provides timely customer service and high end-user satisfaction.

The Safety & Emergency Services Information Technology Manager leads the technology service delivery function that enables reliable, secure, and interoperable operations across Regional 9-1-1 Communications, countywide emergency radio, EMS and Fire Administration, Ambulance Billing and Financial Services, and SES administration. The position aligns technology investments, operational workflows, vendors, data, cybersecurity, and service-management practices to support 24/7 public-safety and business operations.

Will need to pass and maintain Level 4 CJIS security.

Manager, Information Technology (IT Manager- Safety & Emergency Services). This position is located at: 10750 Ulmerton Road, Largo, FL 33778

Work Schedule: Monday- Friday; 8:00 a.m.- 5:00 p.m.

What Will You Do

• Plan, organize, direct, and evaluate the work of SES technical, business-systems, and support staff; establish clear priorities, performance expectations, development plans, and a collaborative, service-oriented team culture.

• Supervise a team of IT direct reports, including, but not limited to one-on-one meetings, bi-annual reviews, coaching, mentoring, and overseeing.

• Develop and maintain an SES technology roadmap aligned with the operational priorities of all SES divisions.

• Establish and manage a service catalog, service-criticality tiers, service-level agreements, operating-level agreements, support models, escalation paths, and service-performance reporting for SES-supported technologies.

• Establish technology continuity, disaster-recovery, and operational-recovery procedures; participate in exercises and after-action reviews and ensure corrective actions are tracked to completion.

• Partner with Regional 9-1-1 leadership to ensure that technology supports accurate, reliable, and resilient emergency call intake, incident creation, dispatch, mapping, recording, communications, and field-response coordination. Provide management oversight for the technology ecosystem supporting computer-aided dispatch (CAD), call-handling and NG9-1-1 interfaces, public-safety communications consoles, mobile and field interfaces, GIS/mapping dependencies, workstation environments, reporting, and related integrations.

• Coordinate with all law-enforcement agencies, fire departments, EMS providers, and other public-safety partners regarding shared systems, interfaces, outages, technology changes, access requirements, and operational priorities. Ensure that public-safety systems and data are managed in accordance with CJIS requirements, County policies, applicable contracts, and approved security controls.

• Partner with EMS and Fire Administration to align technology services with emergency medical response, fire-rescue operations, field deployment, reporting, operational analytics, and contracted ambulance services.

• Oversee technology support for CAD-related fire/EMS workflows, mobile data and field connectivity, operational reporting, interfaces, secure exchange of information, and related service dependencies.

• Ensure appropriate administrative, technical, and physical safeguards for protected health information and other sensitive EMS-related information in accordance with HIPAA and County policies.

• Partner with Ambulance Billing and Financial Services Division leadership to maintain reliable, secure, and compliant technology services that support billing, customer service, payments, records requests, financial reporting, and revenue-cycle operations.

• Coordinate with operational and financial stakeholders to manage interfaces and data flows among EMS operations, ambulance services, medical-record workflows, billing systems, payment systems, and County enterprise systems.

• Ensure that access management, audit logging, privacy protections, records retention, recovery procedures, and incident response processes appropriately protect financial, customer, and health-related information.

• Serve as SES representative on the Change Advisory Board and ensure that changes affecting critical public-safety or financial services receive documented impact assessments, stakeholder review, implementation plans, communication plans, validation criteria, and rollback procedures.

• Manage relationships with vendors, consultants, and service providers; evaluate offerings and proposals; negotiate service expectations; monitor vendor performance; and escalate performance issues as needed.

• Participate in procurement, contract planning, statement-of-work development, technology evaluation, renewal planning, and vendor-selection activities in accordance with County policies and procedures.

• Assist in preparing SES technology budgets; forecast operating, capital, licensing, contract, staffing, refreshing, and growth requirements needed to maintain service levels and meet strategic priorities. Monitor expenditures, manage assigned resources, and provide timely information to support financial planning and executive decision-making.

• Performs other related job duties as assigned.

What Do You Need

Experience- Professional experience in technology projects or programs to include one or more of the following: architecture and design, application development, production support, infrastructure support, enterprise server technology, project management, security management, and service level management that includes 1 year of formal supervisory and training experience of technical staff.

Education- Degree in computer science, business administration or a related technical field.

• At least 10 years of experience as described above; or
• Associate degree as described above and at least 8 years of experience as described above; or
• Bachelor's degree as described above and at least 6 years of experience as described above; or
• Master's degree as described above and at least 4 years of experience as described above; or
• An equivalent combination of education, training, and/or experience.
• Must be able to travel to meetings held in a variety of locations across the County.
• Must successfully obtain and maintain Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 4 - CJIS Security & Awareness Certification.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Highly Desirable

• Technical experience with CAD dispatch systems.
• IT related project management experience.
• Hands-on Cybersecurity project and operational experience.
• Experience working with first-responder organizations, including 911 dispatch, fire and law enforcement staff.
• Previous leadership and supervision experience.

Knowledge, Skills, and Abilities

• Knowledge of information technology, analysis, and design procedures to correctly develop effective and efficient applications.
• Knowledge of application development, data administration, system architecture, data architecture, and data modeling.
• Sound technical knowledge of all areas of IT in Infrastructure, including Endpoint, Server, and Network.
• Knowledge of Law Enforcement, EMS & Fire Department first responders, 911 emergency call takers and dispatchers and the IT infrastructure systems used to support them.
• Knowledge of the operation of radio receiving and transmitting equipment and other communications equipment, including computer terminals and Computer Aided Dispatch Systems and procedures.
• Knowledge of research techniques, methods, and procedures to develop best practices and resolve technical issues.
• Knowledge of HIPAA and CJIS compliance requirements.
• Knowledge of configuring and monitoring security technologies such as firewalls, intrusions detection, SIEM, honeypots.
• Knowledge of implementing vulnerability management and penetration testing tools.
• Knowledge of implementing anti-malware, anti-virus, web filtering, application control, and data leakage protection.
• Skill to conduct research, perform systems analysis, and design in a timely manner, and ability to intake large amounts of data to identify technology that will contribute to maximum efficiency and effectiveness for County business systems.
• Skill in public speaking and ability to communicate technical information orally and in writing to County officials.
• Skill in strong communication, analytics, facilitation, and leadership.
• Ability to build, lead, manage and motivate a highly technical and cohesive team and provide positive work culture and environment.
• Ability to contract and negotiate with vendors, internal and external.
• Ability to lead and motivate a highly skilled technical staff and establish strong working relationships with superiors, fellow employees, citizens, and others.

Physical/Mental Demands

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.  Additionally, the following physical abilities are required:

• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
• Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
• Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
• Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
• Talking:  Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Repetitive motion:  Substantial movements (motions) of the wrist, hands, and/or fingers.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Working Conditions

• Work is performed in a relatively safe, secure, and stable work environment.

Why Choose Pinellas County?

When you join Pinellas County, you're not just taking on a job-you're investing in your future. We believe in supporting our employees with exceptional benefits that help you thrive both professionally and personally. Here's why our benefits stand out as some of the best in the area:

• Comprehensive Benefits Package: Enjoy affordable medical, dental, vision, life insurance, flexible spending accounts, and more that meet the needs of you and your family.
• Florida Retirement System (FRS): Secure your financial future with a robust retirement plan that gives you peace of mind as you plan for tomorrow.
• Generous leave time: Take advantage of time off to recharge and enjoy life outside of work.
• Wellness Program: Access to county gyms 24/7 and wellness programs as part of our commitment to employee wellness.
• Deferred compensation: Build your savings and plan for the future with flexible deferred compensation options tailored to your financial goals.
• To learn more, see What We Offer