Manager, Implementation and Support
About The Position
The Manager Implementation and Support is a key leadership role responsible for managing two critical divisions: 1. PSAP & OSP Implementations – leading NG911 deployment, testing, migration readiness, and ongoing support or Public Safety Answering Points (PSAPs) and originating service providers (OSPs). 2. NOC Tier 2 Support – building and leading a new Tier 2 support function, accountable for improving resolution times, standardizing troubleshooting, and restoring customer confidence in Comtech’s NOC operations. This position is a strategic leadership role created to expand upon current NG911 implementation and support responsibilities while taking on the long-term success of the Tier 2 organization. The Senior Manager will drive operational excellence, establish processes, develop staff capabilities, and ensure successful customer outcomes.
Requirements
- 6+ years of management experience, with proven ability to lead multiple teams or divisions.
- Demonstrated expertise in NG911 systems, PSAP operations, and public safety communications.
- Proven experience in NOC, Tier 2/Tier 3 support, or network operations management.
- Strong understanding of networking protocols (SS7, TCP/IP, SIP, multicast, Ethernet, etc.) and monitoring tools.
- Track record of organizational turnaround, process improvement, and building high-performing teams.
- Exceptional leadership and people management skills.
- Strong organizational, planning, and execution capabilities.
- Analytical mindset with proven troubleshooting/problem-solving expertise.
- Outstanding communication and presentation skills, including executive-level reporting.
- Ability to thrive in a fast-paced, high-visibility role requiring both strategic oversight and hands-on execution.
Responsibilities
- Oversee two organizational divisions: PSAP & OSP Implementations and NOC Tier 2 Support.
- Lead, mentor, and develop teams of Project Coordinators, Deployment Support and Network Analysts.
- Establish clear goals, metrics, and accountability frameworks across both divisions.
- Partner with corporate leadership on strategic initiatives to improve customer support, reduce ticket backlog, and ensure deployment success.
- Lead the successful delivery of NG911 deployments, ensuring timelines, quality, and scope are met.
- Drive testing, integration, and migration readiness activities across PSAPs and OSPs.
- Provide subject matter expertise on NG911 call flow, systems, and processes.
- Collaborate with project leads, subcontractors, and stakeholders to manage technical integrations.
- Develop dashboards and reports to monitor milestones, risks, and progress.
- Build and mature the Tier 2 Support function into a high-performing division.
- Manage Tier 2 support activities, ensuring timely detection, isolation, and resolution of network issues.
- Act as Incident Manager for major incidents, ensuring clear communications and escalations.
- Reduce average time-to-resolution for tickets and improve customer satisfaction.
- Define, document, and enforce incident management processes and procedures.
- Partner with Tier 1 and Tier 3 groups to ensure seamless escalations and knowledge transfer.
- Drive continuous process improvements across both Implementation and Tier 2 Support functions.
- Ensure consistent adherence to Comtech standards, ITSM practices, and quality frameworks.
- Establish training and onboarding programs to increase team expertise.
- Collaborate with program, product, engineering, and operations leaders on systemic improvements and customer experience initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
