Manager, Technical Services – Customer Support

• Lead post-sales technical services teams, including the internal Helpdesk Support Team and Field Engineers
• Direct, mentor, and evaluate Tier 1/2 Helpdesk Technicians and Field Engineers
• Conduct 1-on-1s, performance reviews, resource scheduling, and ongoing technical coaching
• Establish KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction
• Oversee day-to-day helpdesk operations and act as the primary escalation point for complex Exacom Hindsight 4 issues
• Manage ticket queues, escalation workflows, and SLA compliance
• Coordinate 24/7/365 on-call support rotas
• Analyze ticket trends and collaborate with Product/Engineering teams on root-cause fixes and system improvements
• Plan, schedule, and execute on-site hardware and software installations, upgrades, and system cutovers
• Coordinate with project managers and client IT/dispatch directors on deployment timelines and site readiness
• Ensure standardized installation protocols, site acceptance testing, and security compliance
• Serve as technical point of contact during critical system commissioning and go-live events
• Refine support workflows, deployment checklists, and internal knowledge base documentation
• Build relationships with stakeholders across PSAPs, police departments, and emergency communication centers
• Manage customer escalations
• Support Exacom Hindsight 4, mission-critical audio recording and data capture solutions for public safety, government, military, and critical infrastructure agencies

Requirements

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams
• Prior experience in public safety, mission-critical environments, telecommunications, or NG911 systems strongly preferred
• Proven track record of managing multi-disciplinary technical teams (remote and on-site)
• Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies
• Hands-on knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases
• Familiarity with computer telephony integration (CTI) and dispatch console architecture
• Direct experience with Exacom Hindsight 4 or similar multi-channel logging solutions is a major plus
• Exceptional ability to maintain composure and drive resolution during high-stakes outages
• Superior verbal and written communication skills suitable for technical teams, executive management, and municipal clients
• Strong project coordination skills with the ability to manage competing priorities across support and field operations
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience
• Ability to pass background checks required for working with law enforcement and emergency services infrastructure
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required
• Employer work permit sponsorship is not available
• ITIL Foundation, PMP, Network+, Security+, or ENP certifications highly desirable

Core Competencies

Demonstrates expertise in leading technical support teams and managing complex deployments in mission-critical environments. Proficient in VoIP technologies, Windows Server management, and customer relationship building within public safety sectors.

Highest-signal resume keywords

• Technical Management Experience
• VoIP, SIP, RoIP Technologies
• Exacom Hindsight 4 Experience
• Project Coordination Skills
• ITIL Foundation Certification

ATS Optimization Keywords

Hard Skills

• Windows Server Management
• Networking Protocols
• SQL Database Management
• Audio Recording Technologies
• Computer Telephony Integration

Soft Skills

• Verbal Communication Skills
• Written Communication Skills
• Problem-Solving Under Pressure
• Team Leadership
• Performance Evaluation

Certifications & Qualifications

• ITIL Foundation
• PMP
• Network+
• Security+
• ENP

Industry Keywords

• Public Safety
• Mission-Critical Environments
• Telecommunications
• NG911 Systems
• Emergency Communication Centers

Tools & Technologies

• Exacom Hindsight 4
• Helpdesk Support Systems
• Dispatch Console Architecture
• Ticketing Systems
• SLA Management Tools