Manager, Implementation and Support

Comtech Telecommunications-posted 3 months ago
$120,000 - $188,000/Yr
Full-time • Senior
Remote • Seattle, WA
Administrative and Support Services
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The Sr. Manager Implementation and Support is a key leadership role responsible for managing two critical divisions: PSAP & OSP Implementations - leading NG911 deployment, testing, migration readiness, and ongoing support for Public Safety Answering Points (PSAPs) and originating service providers (OSPs). 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.

  • 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 grow team expertise.
  • Collaborate with program, product, engineering, and operations leaders on systemic improvements and customer experience initiatives.
  • 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.
  • Bachelor's degree or equivalent work experience (NG911/Public Safety or Telecommunications background strongly preferred).
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