Traffic Management Center (TMC) Shift Lead

Job Description Overview  We are seeking Traffic Management Center (TMC)  Shift Leads Level 1/Level 2  to join our  TMC Practice  in  Austin, TX , reporting to the TMC Operations Manager, to support vendor   operated TMC functions for the TxDOT Austin District.  TMC staff will operate, monitor, and manage activity on the roadways in the Austin District a t  the Combined Transportation, Emergency, and Communications Center (CTECC).    This traffic management center is a 24/7/365 operation which requires schedule flexibility, including availability for nights, overnights, weekends, and holidays.   Your role  The Shift Lead is expected to perform all core TMC Operator duties and competencies, while also fulfilling the following elevated supervisory and operational responsibilities.  Shift Supervision & Staff Leadership : Functions as the on‑shift supervisor, providing direction and oversight to TMC Operators to ensure consistent performance, adherence to SOPs, and accurate traffic and incident management activities.  Coordinates with client, administrative, and management personnel as needed, responding to inquiries or routing requests to appropriate staff.  Assign and direct daily operational duties for shift personnel based on roadway conditions, staffing levels, and active incidents.  Serve as the first-level escalation point for operator questions, operational issues, and emergent situations.  Provide coaching, mentoring, and real-time guidance to support operator development and ensure quality operational output.  Document performance observations and provide input for formal employee evaluations.  Assists with development of shift schedules to ensure appropriate staffing.  Operational Oversight :  Lead operational response to significant incidents, coordinating with HERO incident management personnel, public safety agencies, and internal leadership.   Ensure operators accurately detect, verify, log, and monitor incidents using ATMS, ITS devices, CAD systems, and third-party verification tools.   Oversee accuracy and appropriateness of DMS messaging, response plan execution, incident milestones, and TIM performance measure data.   Ensure consistency in operator logging practices, including timeline accuracy and required data entry standards.   Maintain thorough knowledge and active capability to perform all operator tasks and use all required systems.  Provide for breaks and lunch for operators on the floor and ensure all seats are filled. Quality Assurance & Compliance: Perform QA/QC reviews of incident entries, DMS messages, and operator actions to ensure compliance with SOPs, TxDOT standards, and performance requirements.   Identify operational deficiencies and provide corrective guidance or escalate to management when appropriate.   Support development, updates, and adherence to TMC SOPs, training materials, and operational guidelines. Act as the primary on-shift point of contact for partner agencies operating at CTECC, as well as external agencies during active operations.   Communicate shift status, operational needs, and issues to the TMC Operations Manager.   Ensure comprehensive written and verbal shift handoff reports.   Coordinate staffing adjustments during shift based on workload, callouts, weather, or incidents.  Coordination & Communication : Act as the primary on-shift point of contact for partner agencies operating at CTECC, as well as external agencies during active operations.   Communicate shift status, operational needs, and issues to the TMC Operations Manager.   Ensure comprehensive written and verbal shift handoff reports.   Coordinate staffing adjustments during shift based on workload, callouts, weather, or incidents.  Administrative & Program Support : Supports interview processes by participating in candidate evaluation at management’s request.   Assist with onboarding and training of new TMC Operators, including conducting structured on-shift training sessions.   Support preparation of KPI reports, performance summaries, and operational metrics for TMC deliverables.   Participate in or prepare materials for meetings, workshops, or operational reviews as required.   Perform special assignments related to traffic operations, TMC systems, traveler information, incident management, SOP development, or research.  Special Operations : Support emergency activation, major weather events, large-scale incidents, and planned special events by working extended hours or alternate shifts when necessary.   Performs additional duties as assigned by management.   About you  Minimum Qualifications:  Minimum of 3 years of experience within the past 5 years in TMC operations or related services.  Strong knowledge of ITS software, ATMS platforms, and applications used to monitor and manage field devices.  Ability to supervise staff, lead co-workers, and make sound decisions in a fast-paced operational environment.  Excellent communication skills including radio, phone, written, and in-person.  Ability to compose clear, concise documentation free from spelling and grammatical errors.  Customer-service-oriented mindset and ability to work collaboratively with partner agencies.  Client requirements: Candidates must successfully complete the client’s background screening process, which includes a fingerprint‑based, nationwide criminal history check conducted in accordance with FBI Criminal Justice Information Services (CJIS) standards. All offers of employment are contingent upon passing the client background screening process. Experience:  Lead Level 1 Meet minimum qualifications above.  Minimum of 1 year of TMC or similar supervisory experience within the last 4 years.  Completion of required TxDOT training applicable to TMC operations and shift leadership.  Demonstrated proficiency in incident management support, QA/QC, and shift-level coordination.  Lead Level 2 Meets all