Senior Manager, NOC

COMTECH TELECOMMUNICATIONS•Broomfield, CO

11d•$120,000 - $150,000

About The Position

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions. For more information, please visit www.comtech.com. The NOC Tier 1 Manager is responsible for the day-to-day leadership, performance, and operational excellence of the Tier 1 Network Operations Center. This leader ensures 24x7 monitoring, incident intake, triage, and initial response are executed with speed, accuracy, and consistency across all supported environments. The Tier 1 Manager builds a high-performing frontline team that embodies operational discipline, customer focus, and continuous improvement. The role is accountable for staffing, training, workflow management, adherence to SLAs, quality of incident documentation, and escalation performance. The manager partners closely with Tier 2, Field Services, Engineering, Change/Release, and Service Operations to maintain a resilient and predictable support model across the entire NOC ecosystem.

Requirements

5+ years of experience in a NOC, technical support, or operations environment; 2+ years in a leadership or supervisory role.
Strong understanding of incident management, monitoring platforms, call handling systems, and operational workflows.
Experience working in a 24x7 environment with distributed teams.
Excellent communication, decision-making, and problem-solving skills.
High proficiency with ticketing systems, alarm monitoring tools, and documentation platforms.
Experience supporting public safety, NG911, emergency communications, or mission-critical environments.
Familiarity with ITIL processes, particularly Incident, Problem, and Change Management.
Knowledge of network monitoring tools (SolarWinds, NetScout, OMON, Splunk), CAD systems, telecom infrastructure, or PSAP workflows.
Demonstrated ability to build culture, increase performance, and champion continuous improvement.

Responsibilities

Oversee daily Tier 1 operations, ensuring consistent monitoring and accurate intake of incidents, alarms, and customer-reported issues.
Maintain real-time situational awareness of all active events and ensure timely escalations to Tier 2, Field Services, or vendor/engineering teams as required.
Enforce adherence to SLAs, operational KPIs, and quality standards.
Ensure shift handoffs, watch reports, ticket hygiene, and incident notes are consistently completed at a high standard.
Lead, mentor, and coach a team of Tier 1 Technicians, including performance management, career development, and skill building.
Conduct regular 1:1s, performance reviews, and targeted training sessions aligned with operational needs and technology changes.
Foster a culture of accountability, continuous learning, and cross-team collaboration.
Ensure staffing and scheduling meet 24x7 operational requirements, including holidays and weekends.
Maintain and evolve standard operating procedures (SOPs), knowledge articles, and runbooks for Tier 1 workflows.
Drive improvements in ticket quality, alarm handling, call response performance, and escalation accuracy.
Conduct root-cause and trend analysis for recurring issues and partner with Tier 2/Engineering to standardize resolutions.
Support adherence to compliance, audit, and security requirements.
Work closely with Tier 2 leadership to ensure proper division of duties, escalation paths, and communication flow.
Coordinate with Field Services for dispatch, onsite support, and incident progression.
Partner with Change Management to represent Tier 1 in change reviews and readiness assessments.
Collaborate with Service Operations on Knowledge Management, Problem Management, and reporting initiatives.
Provide operational metrics including alarm volumes, ticket counts, SLA performance, MTTA, MTTR (Tier 1 phase), and escalation trends.
Identify patterns impacting customer experience and recommend corrective actions.
Offer clear daily/weekly reporting to NOC leadership to maintain operational transparency.