Manager, Technical Services & Customer Support

What you'll do

• Manage and mentor a dual-function team of Helpdesk Technicians and Field Engineers.
• Oversee daily helpdesk operations including ticket queues, escalation workflows, and SLA compliance.
• Coordinate 24/7/365 on-call support rotations to ensure continuous coverage for emergency service clients.
• Direct the planning, scheduling, and execution of on-site hardware and software installations.
• Serve as the primary technical point of contact during critical system commissioning and go-live events.
• Analyze ticket trends to collaborate with Product and Engineering teams on root-cause fixes.
• Refine support workflows, deployment checklists, and internal knowledge base documentation.
• Manage customer escalations from public safety agencies with calm leadership and clear communication.

What we're looking for

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• Experience in public safety, mission-critical environments, telecommunications, or NG911 systems (preferred).
• Deep understanding of VoIP, SIP, RoIP, and audio recording/logging technologies.
• Hands-on knowledge of Windows Server environments, networking protocols, and SQL databases.
• Experience with Exacom Hindsight 4 or similar multi-channel logging solutions like NICE, Verint, or Eventide (preferred).
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience (preferred).
• ITIL Foundation, PMP, Network+, Security+, or ENP certifications are highly desirable.
• Must be able to obtain background clearance for CJIS security policies and have legal authorization to work in the U.S. indefinitely.