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COMTECH TELECOMMUNICATIONS Manager, Implementation and Support in Seattle, Washington

COMTECH TELECOMMUNICATIONS

*Job Title: *Manager, Implementation and Support

Department: *Operations Engineering *

*Reports to: *Vice President, IE&O NOC Services

Last Modified: 3/18/2025

FLSA: Exempt

Location: Seattle, WA - Hybrid

Level: M2

Pay Range: $100,000 - $130,000

* *

Purpose:

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.

Responsibilities:

Division Leadership & Management

  • 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.

NG911 Implementation & Support

  • 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.

Tier 2 Support Turnaround & Operations

  • 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.

Cross-Functional Leadership & Process Improvement

  • 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.

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, o

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