Technical Service Manager

What you'll do

• Manage critical customer relationships and provide transparent communication during high-pressure outages and major incidents.
• Act as the primary point of escalation for complex technical issues by collaborating with engineering and product teams.
• Establish streamlined escalation paths, response protocols, and triage workflows to reduce Mean Time to Resolution (MTTR).
• Audit and modernize technical support workflows using project management principles and lean methodologies.
• Identify operational bottlenecks and implement standardized service delivery frameworks to maximize resource efficiency.
• Monitor performance metrics and Service Level Agreements (SLAs) to ensure targets are met or exceeded.
• Generate high-level analytical reports for senior management regarding service performance, customer satisfaction, and escalation efficiency.
• Develop training programs to address the specific needs of the technical service team.

What we're looking for

• Must be a U.S. citizen with the ability to obtain necessary security clearances.
• Must have legal authorization to work in the U.S. indefinitely.
• High School Diploma is required.
• Bachelor's degree in Computer Science, Information Technology, or a related technical field is preferred.
• 3+ years of Technical Project Management experience is required.
• 3+ years of Public Safety, Defense, Military, or other mission-critical industry experience is required.
• 3+ years of experience with mission-critical communication systems, two-way radio technologies, or public safety solutions is preferred.
• PMP, Lean Six Sigma, ITIL, or equivalent project management certifications are strongly desired.