Job Title: Manager, Service and Installation
Department: Operations Engineering
Reports to: Senior Manager, Field Services
Last Modified: 9/11/2026
FLSA: Exempt
Location: Columbus, OH
Level: M2
Purpose:The candidate must have knowledge of and experience with operations and/or installation of computer and network systems in support of 9-1-1 and Emergency Communication Systems. This position will be responsible for managing projects that may include data center equipment installation and cabling, 9-1-1 call handling system equipment installation and customer premise equipment implementation at Public Safety Answering Points. Ideal candidate has experience working with public safety and have requisite technical and project management skills and process experience (within ISO/ITIL environment).
Responsibilities:- Supervise and mentor installation and maintenance technicians who install, assist with testing and maintain computer and network equipment at Public Safety Answering Points (PSAPs) and data centers around the State of Ohio.
- Frequently review deliverables, scheduling and look to mitigate any issues or concerns that may have an impact on internal teams or the client.
- As needed, provide such mentoring as "leading by example" where you are on-site for significant milestones which may include being personally involved in the installation, testing or quality check of projects.
- Report functionally to the Comtech NG911 Program Manager. (PM) Serve as the PM's primary contact for installation and maintenance.,
- Communicate often with the client, cross functional teams, and external providers. Maintain a reputation for responsiveness including emails, service requests, and other forms of communication.
- Coordinate and host program meetings with clients, including feedback and materials from applicable internal subject matter experts and coordinate subject matter expert attendance to present during client meetings.
- Deliver timely meeting agendas, meeting notes, and action items and dates.
- Show a customer focused attitude by building a rapport with local PSAP management, supervisors and staff through a combination of calls and on-site visits.
- Work closely with internal and partner teams and assigned managers to develop scope of deliverables, resources, budget, timing of deliverables, and prioritization.
- Internal customer advocate for resolution of client issues and impairments. Lead escalating actions needed if there is a lack of response or urgency to address issues in a timely manner.
- Ensure collaboration and escalate as needed to address and resolve impairments within the contractual time frame.
- Monitor Service Level Performance in accordance with customer requirements and lead activities (if required) for improvement and reporting.
- Frequent travel within the State of Ohio will be required.
Requirements:- 8 or more years of related experience, including supervisory experience.
- Computer systems / IP Network installation experience
- Experience with technical field network or telephony deployments desirable.
- Customer driven focus, attitude and communication style.
- Ideal candidate is located within the greater Columbus, OH area.
- Experience with 911 Solutions.
- Experience with 911 call handling.
Education: - Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location. 
