Technical Service Manager
Core
Lead technical support engineering to deliver mission-critical communication solutions for public safety agencies, managing escalations and optimizing service delivery workflows.
Role type
Senior Technical Service Manager (Public Safety)
Builds
Mission-critical communication systems and support services for public safety agencies
Domain
Public Safety / Defense / Mission-Critical Communications
Deliverable
client delivery
Required skills
Technical project management, escalation management, IT service management (ITSM), workflow optimization, SLA governance, stakeholder management, incident response, process improvement
Preferred skills
PMP, Lean Six Sigma, ITIL, CAD/RMS, LMR, TETRA, P25, PremierOne, CRM platforms, ESM systems, workflow automation
Technologies
CAD/RMS, LMR, TETRA, P25, PremierOne, CRM platforms, ESM systems
Responsibilities
Manage critical customer relationships during high-pressure outages and major incidents; Act as primary point of escalation for complex technical issues; Establish streamlined escalation paths and rapid triage workflows; Audit and refine technical support workflows to eliminate bottlenecks; Monitor performance metrics and Service Level Agreements (SLAs); Generate analytical reports on service performance for senior management
Seniority
Senior, hands-on IC with management responsibilities