The Technology Manager is responsible for the day-to-day management, support, and reliability of APCO International’s technology infrastructure and end-user systems. Provides hands-on technical support, manages hardware lifecycles, telecommunications services, and oversees contracted IT vendors to ensure high-quality, cost-effective service delivery.
This position will also have the responsibility to provide technical reference support and information on technical public safety topics. Represent APCO International on external groups related to technical services and emerging technologies.
Reports to: Technology Director
General Description of Essential Job Tasks:
The following are general descriptions of the essential job tasks of the position. Other related tasks may be assigned as necessary and appropriate.
Job Description Provide in-person technical support for APCO staff, including diagnosing and resolving hardware, software, and network issues. Ensure timely resolution of helpdesk tickets and maintain high service standards.
Manage a structured computer replacement program and maintain an accurate inventory and tracking of all IT assets. Establish procedures and processes to handle device setup for new hires and decommissioning for departing APCO Staff.
Oversee all corporate mobile devices and service plans, including procurement, activation, and support. Manage internet services for APCO offices in Florida and Virginia. Monitor usage and identify opportunities to optimize costs and performance.
Act as the primary liaison with external IT service providers. Ensure vendors meet service level agreements (SLAs) and organizational expectations. Coordinate onsite vendor visits and project work. Coordinate with vendors on system updates, patching, and cybersecurity practices.
Manage IT-related expenses, including hardware, software, telecom, and vendor services. Ensure alignment between IT investments and organizational priorities.
Audit internal APCO systems for cybersecurity best practices and develop a recommended path to ensure endpoint devices comply with organizational security standards. Where appropriate, develop IT standards to protect APCO assets.
Contribute to the planning of future technological needs and upgrades.
Provide support and direction to various teams, both internal and external, related to technical issues specific to public safety and emergency communications.
Deliver reports and assessments to the leadership of activities concerning emerging technology, cybersecurity, regulatory and legislative action and other industry related matters on federal and state levels throughout the U.S.
Minimum Qualifications
Baccalaureate degree in a related field. An associate’s degree along with an equivalent combination of education and experience that is determined to be directly related to the foregoing specific requirements may be considered.
5+ years of experience in IT support, systems administration, or infrastructure management
Strong hands-on troubleshooting skills (hardware, software, connectivity)
Experience managing hardware deployment and lifecycle programs
Experience working with third-party IT vendors or managed service providers
Familiarity with mobile devices and internet service management.
Experience in Program Management or Technical Management in a technology related field.
Ability to travel by vehicle or air as required.
Preference will be given to applicants with an understanding of the mission, challenges, and issues in public safety communications with an emphasis on the technology related areas.