Manager, Implementation and Support - Military veterans preferred

Job Title:           Senior Manager, Implementation and Support

Department:     Operations Engineering
Revision Date:  9/9/25

FLSA:                Exempt

Level:                M3

Salary:              $120,000 - $188,000 USD

Location:          U.S. - Remote

Purpose: 

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.

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 grow team expertise.
• Collaborate with program, product, engineering, and operations leaders on systemic improvements and customer experience initiatives. 

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.

Qualifications:

• Bachelor’s degree or equivalent work experience (NG911/Public Safety or Telecommunications background strongly preferred).

Comtech Telecommunications Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.