Manager - Service Desk

Manager - Service Desk

Salary

$73,694.40 Annually

Location

47 S. State Ave., IN

Job Type

Full Time

Job Number

09885

Department

Metropolitan Emergency Services Agency

Opening Date

06/02/2026

Closing Date

6/16/2026 11:59 PM Eastern

• Description
• Benefits

Overview

Agency Summary

The purpose and mission of the Metropolitan Emergency Services is responsible for providing answering and dispatching of emergency teams to the metropolitan areas of the City and County of Indianapolis. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Job Summary

This position manages the daily customer service needs and support activities for the Division of Public Safety Communications (PSC) and the public safety voice radio system. The incumbent in this position supervises and trains the staff of the 24/7 PSC service desk. The incumbent is required to exercise a high degree of independent judgment due to instances where policies, procedures, rules, and regulations may not exist. Position reports to the Deputy Director.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

• Oversees and coordinates the day-to-day operations of a 24/7 service desk supporting the systems and applications used by all public safety agencies in Marion County
• Supervises service desk staff to include recommendations for hiring, terminations, performance evaluations, mentoring, training, work allocation, and problem resolution
• Provides oversight of the public safety voice radio system, including hardware, software, databases, tower, tower facilities, microwave, generators, battery backup systems, dispatch consoles, mobile and handheld radios
• Coordinates and interfaces with external vendors, internal technical support providers, and customers as appropriate to ensure optimum timeframes for the completion of trouble tickets and work orders
• Develops policies and associated procedures for processes, systems, and operations of the service desk area, including training manuals and guidelines
• Schedules, prioritizes, and dispatches requests for the installation and servicing of customer equipment, including additions, moves, changes, and repairs; coordinates the provision of technical services by outside vendors.
• Participates in the analysis, design, development, and implementation of associated computer systems and applications as required to meet the evolving needs of the operation
• Serves as a primary point of interface with vendors and external contractors
• Analyzes customer service needs and operational systems and programs
• Develops and coordinates customer service systems and programs as appropriate
• Participates in division strategic planning, development, and implementation
• Reviews all completed work orders and trouble tickets for completeness and accuracy
• Responds to inquiries and resolves problems related to transactions managed by the service desk area
• Participates in the development of operating goals and objectives for the service desk area
• Recommends, implements, and administers methods and procedures to enhance operations
• Develops recordkeeping procedures and manages appropriate division records in accordance with applicable regulations, policies, and standards
• Assists other PSC team members as needed, with public records requests, internal affairs investigations and service desk operations
• Must maintain a valid driver's license at all times
• Required to be "on-call", as needed
• Fulfills the functions of a Tier 2 System Technician as needed at the service desk, as needed
• Must maintain confidentiality at all times
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Qualifications

Minimum Job Requirements and Qualifications

Bachelors Degree in Public Safety, Public Administration, or a related field with seven (7) years of experience related to the duties and responsibilities specified, with three (3) years of supervisory experience and one (1) year of project management. One year of relevant experience may be substituted for each year of required education. Must have strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Ability to analyze and interpret the needs of customers and offer appropriate solutions. Knowledge of customer service principles, techniques, systems, and standards. Broad knowledge of a large, technologically advanced telecommunications networks features, design, performance/quality standards, and service requirements. Knowledge and understanding of radio and telecommunications networks work processes, volume, and traffic characteristics. Ability to foster a cooperative work environment and motivate the team to peak performance. Ability to develop, plan, and implement short- and long-term goals. Must have skills in organizing resources and establishing priorities. Ability to provide technical leadership and project management within an area of professional expertise. Ability to manage and maintain a relational database. Demonstrated customer service skills and ability to meet multiple deadlines. Ability to supervise and train team members to organize, prioritize, and schedule work assignments. Must have skills in examining and evaluating operations and developing and re-engineering operating strategies, systems, and procedures. Ability to make effective administrative and procedural decisions and recommendations. Ability to analyze complex information and define and solve problems. Prior experience with Motorola ASTRO25 radio systems. Must have experience with Microsoft Office. The PSC help desk is open 24 hours, seven days a week, including holidays. The incumbent may have to work alternative hours based on the agency's needs.

Preferred Job Requirements and Qualifications

In addition to the minimum job requirements and qualifications, a Master's Degree in Public Safety, Public Administration, or a related field with four (4) years of experience related to the duties and responsibilities specified, with one (1) year of supervisory experience and one (1) year of project management.

Working Conditions

Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions.

Physical Conditions

• Sitting at a desk the majority of the day
• Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds
• Tasks may involve extended periods of time at keyboard or workstation
• Tasks require the ability to perceive and hear sounds and see visual cues or signals
• Tasks require the ability to communicate orally

All rates are bi-weekly.

2026 Rate Sheet - To view our rate sheet, please copy and paste this link into your web browser: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:67382b58-4d1a-4519-89d7-8453f91e19a1

Life Insurance Employee Only (rates per $1,000 per month):

Basic: Employer Paid

Optional Life Insurance Employee Only (rates per $1,000 per month)

Additional:

<25-29 $0.058

30-34 $0.083

35-39 $0.099

40-44 $0.132

45-49 $0.223

50-54 $0.363

55-59 $0.600

60-64 $0.795

65-69 $1.329

70 + $2.054

IMPORTANT PERF UPDATE:

• For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR

1. All employees hired/rehired after 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employees career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the members age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

2. Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan.

With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts:

Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Part two - This consists of an additional variable rate contribution paid by the City toward your ASA. This variable rate contribution is currently 1% of your gross wages. Vesting in the value of the variable rate employer contribution will vary by length of participation. You are:

• 20 percent vested after 1 full year of participation
• 40 percent vested after 2 full years of participation
• 60 percent vested after 3 full years of participation
• 80 percent vested after 4 full years of participation
• 100 percent vested after 5 full years of participation

3. All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employees career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the members age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

4. City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan.

The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employees compensation per pay period.

Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account.

Questions relating to PERF may be directed to INPRS - PERF at:

Indiana Public Retirement System

Public Employees Retirement Fund

One North Capitol, Suite 001

Indianapolis, Indiana 46204

(888) 236-3544

Employer City of Indianapolis and Marion County

Address 200 E. Washington Street

CCB 1501

Indianapolis, Indiana, 46204

Phone 317-327-5211

Website http://www.indy.gov