Supervisor, Service Operations at COMTECH TELECOMMUNICATIONS – Broomfield, Colorado

Job Title: Supervisor, Service Operations

Department: Operations Engineering

Reports to: Vice President, IE&O NOC Services

Last Modified: 3/19/2026

FLSA: Exempt

Level: M1

Location: Broomfield, CO Preferred Hybrid (Monday - Wednesday in the office)

Pay Range: $90,000 - $110,000 USD

Company Overview:

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions. For more information, please visit www.comtech.com.

Purpose:

We are seeking a hands-on Service Operations Supervisor to lead four core practice areas in our Network Operations Center (NOC): Problem Management/RCA, Reporting & Analytics, Change Management, and Knowledge Management. This role ensures operational excellence and service reliability through robust process governance, data-driven insights, and strong collaboration with Incident Management, Engineering, and Business stakeholders.

Responsibilities:

Problem Management & Root Cause Analysis (RCA)

• Own the Problem Management lifecycle: detection, logging, categorization, prioritization, investigation, workaround, known error, and resolution.
• Lead post‑incident RCAs for major incidents; facilitate cross‑functional reviews and corrective/preventive action plans.
• Establish thresholds and triggers from incident trends to open Problems; maintain a Known Error Database (KEDB) and Workarounds.
• Track and report Problem health: backlog, age, recurrence, and risk; drive eradication and stability initiatives.
• Ensure clear linkage between Problems, Changes, and Knowledge Articles for closed-loop remediation.

Reporting & Analytics

• Build and own NOC operational dashboards and scorecards (SLAs, MTTR, MTTD, change success rate, incident volume, recurring issues, KB health).
• Produce weekly/monthly executive reporting, present trends, insights, and actions.
• Use advanced Excel (PivotTables, Power Query, Power Automate, complex formulas; VBA a plus) to cleanse, model, and automate reporting.
• Partner with data teams on integrations (e.g., Helix Smart Reporting, exports, APIs) to improve data quality and timeliness.

Change Management

• Govern the Change lifecycle: request, assessment, risk/impact analysis, approval, scheduling, implementation, review.
• Chair CAB meetings; enforce change policies, windows, blackout periods, and back‑out plans.
• Monitor Change Success Rate, unauthorized changes, emergency change usage, and post‑implementation review quality.
• Coordinating with Problem/Incident leads to prevent change‑related incidents and to institutionalizing lessons learned.

Knowledge Management

• Maintain Confluence spaces, templates, and article quality standards.
• Ensure timely creation and updating of KBs following incidents/problems, track usage, deflection, and article health.
• Drive taxonomy, tagging, and search optimization; manage governance, reviews, and stakeholder contributions.

NOC Operations & Leadership

• Lead a team of ~5–10 analysts/specialists; manage workload, schedules, coaching, and performance.
• Partner tightly with Major Incident Managers, SRE/Engineering, Service Desk, and Platform teams.
• Maintain compliance with ITIL v4 practices, internal controls, and audit requirements.
• Support 24×7 coverage; participate in on‑call rotation for escalations and CABs as needed.
• Continuously improve processes via Kaizen/Lean; document SOPs and playbooks in Confluence.

Tools & Systems

• Administer and optimize BMC Helix ITSM modules (Incident, Problem, Change, Knowledge; Smart Reporting).
• Maintain Confluence spaces, structures, and macros; integrate with Helix and other data sources when applicable.
• Standardize Excel reporting automation and templates; establish data governance for exports and metrics.

Requirements:

• 5+ years in Service Operations/NOC/ITSM roles; 2+ years in a team lead or supervisor capacity.
• Hands-on experience owning Problem Management/RCA, Change Management, Reporting, and Knowledge Management.
• Strong proficiency with BMC Helix ITSM or similar ITSM products (workflow, fields, reporting) and Confluence (space admin, templates, governance).
• Advanced Excel (PivotTables, Power Query, Power Pivot/DAX, complex formulas; data modeling).
• Solid grasp of ITIL v4 practices; ability to apply value streams and guiding principles in real operations.
• Proven ability to analyze trends, synthesize insights, and drive measurable improvements.
• Excellent facilitation skills for RCAs and CABs; clear written/verbal communication for technical and executive audiences.
• ITIL 4 Foundation, ITIL 4 Managing Professional, or Strategist: Direct, Plan & Improve preferred.
• Experience with NOC workflows across network, infrastructure, cloud/SaaS, and application platforms.
• Exposure to BI tools (Power BI/Tableau), SQL, Helix reporting APIs, or scripting (Python/VBA).
• Experience in regulated environments (SOX, PCI, HIPAA for example) and audit remediation.

Core Competencies

• Operational Excellence: Builds resilient processes; minimizes toil and variance.
• Analytical & Data‑Driven: Turns metrics into actions; automates repeatable reporting.
• Leadership & Coaching: Develops teams; sets clear goals; provides actionable feedback.
• Cross‑Functional Collaboration: Bridges NOC, Engineering, Product, and Business.
• Decision Quality: Applies risk‑based thinking; balances speed with control.
• Communication: Facilitates RCAs/CABs; writes concise KBs and executive summaries.
• Continuous Improvement: Identifies waste, streamlines workflows, and standardizes tools.

Key Performance Indicators (KPIs)

• Problem Management: % Problems resolved; recurrence rate; average age; % RCAs completed within target (e.g., 5 business days).
• Change Management: Change Success Rate; unauthorized changes; emergency change rate; PIR action closure time.
• Incident & Stability: Reduction in repeat incidents; MTTR trend; major incident follow‑up completion.
• Knowledge Management: Article creation/update SLA; usage/deflection; KCS health scores (findable, reusable, up‑to‑date).
• Reporting: On‑time delivery; data accuracy; automation coverage; stakeholder satisfaction.
• Compliance: ITIL practice adherence; audit findings and remediation timeliness.
• Hybrid (Broomfield, CO); core business hours with on‑call escalation and occasional off‑hours CABs or maintenance windows.
• Some weekend or evening coverage during change windows or major events.

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.