Operations Manager

Operations Manager 3.0 3.0 out of 5 stars North Salt Lake, UT 84054 $50

• $55 an hour
• Full-time Utah Communications Authority 4 reviews $50
• $55 an hour
• Full-time

UTAH COMMUNICATIONS AUTHORITY JOB DESCRIPTION

Title:

Operations Manager Status:

Full Time FLSA Exempt:

Exempt Reports To:

Operations Associate Director

GENERAL JOB DESCRIPTION

Under general direction of the Operations Associate Director, the Operations Manager oversees daily operations of the Utah Communications Authority's (UCA) Field Support and Subscriber Support organizations. The Operations Manager directly supervises two Field Support Supervisors and one Subscriber Services Supervisor; manages staff performance; coordinates emergency outage response and infrastructure repairs; oversees the ticket lifecycle from intake through close-out; and ensures timely customer follow-up. The position drives trend analysis and reporting, escalates issues appropriately, and maintains effective upchain communication with senior leadership. The Operations Manager is responsible for staff timecard review and approval, performance management, and oversight of safety and training programs across both organizations.

EXAMPLES OF TASKS/DUTIES

Supervise two Field Support Supervisors and one Subscriber Services Supervisor; 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 response to emergency outages and infrastructure repairs across UCA's statewide P25 radio network and supporting systems; coordinate field crews and subscriber support staff during incidents. Manage the full ticket lifecycle, including intake, prioritization, escalation, resolution, close-out, and post-incident customer follow-up. Conduct trend analysis on outages, ticket volumes, response times, and recurring issues; prepare and deliver regular reports to the Operations Associate Director and other leadership. Maintain timely and substantive upchain communication with senior leadership on operational status, outages, escalations, and risks. Develop, implement, and maintain operational procedures, standards, and performance metrics for Field Support and Subscriber Support functions. Oversee staff safety programs, training requirements, and certifications; ensure compliance with applicable safety standards and UCA training requirements. Coordinate with other UCA divisions, partner agencies, vendors, and subscriber agencies on operational matters. Review and respond to escalated customer issues; ensure resolution and appropriate follow-up. 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 to meet operational deadlines under variable workload conditions, including emergencies. Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions. Principles, practices, and procedures of operations management, including ticketing, escalation, and incident response. Knowledge of public-safety communications systems and operations; familiarity with P25 radio infrastructure preferred. Conduct trend analysis; compile, organize, and interpret operational data to identify patterns and recommend corrective action. Prepare and present clear, concise written reports and verbal briefings to leadership. 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. Use computer relational database, ticketing, and reporting 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 Utah Code provisions governing UCA operations. 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 for emergency outage response and major incidents; may be required to respond outside of normal business hours, including evenings, weekends, and holidays. Statewide travel may be required to UCA tower sites, dispatch centers, and partner agency facilities; valid Utah driver's license required. Risks include those typical of a mixed office and field environment, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, driving, occasional access to remote tower sites, and exposure to outdoor weather conditions. Typically, the employee may sit comfortably to perform the work; however, there may be some walking, standing, bending, carrying field equipment of moderate weight, and driving an automobile. Reasonable accommodations may be available consistent with applicable law.

Pay:

$50.00

• $55.

00 per hour

Benefits:

401(k) 401(k) matching Flexible schedule Flexible spending account Health insurance Paid time off Parental leave Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person