AL Service Manager in Alabama Hill, Ohio at INDIGITAL

Role Overview

The Service Manager builds and maintains positive relationships between INDIGITAL and the PSAPs served by our Next Generation Emergency Network, partnering with each agency on education, problem identification, and resolution. This role interacts directly with PSAP leadership and staff during pre-planned network and CPE maintenance activities and works to resolve support ticket issues quickly. The Service Manager is also responsible for informal and formal education on the services INDIGITAL offers (including MEVO, Texty, and any other services provided), and partners closely with PSAP leadership, staff, and internal resources to keep customer satisfaction at the center of everything we do.

When someone calls 9-1-1, the technology has to work. We make sure it does.

At INDIGITAL, public safety isn't a product line — it's a mission. We are a purpose-built Next Generation 9-1-1 software and services company, and every single person on our team, from engineers to support specialists to market managers, is focused on one thing: keeping North America’s emergency communications infrastructure reliable, modern, and ready when lives are on the line.

That mission shows up in how we build, support, and show up for our customers every day. We own our technology platform — we control our own quality, drive our own innovation, and stay ahead of evolving NG911 standards. Our deployments span 25 states at every scale, from individual PSAPs to full statewide ESInet and NGCS solutions serving millions of residents — and we put in-state, experienced resources on the ground for every single one.

When you join INDIGITAL, you join a driven and accountable team where your contributions are visible, your growth is real, and your work has a direct impact on the infrastructure behind every emergency call made.

9-1-1 is not what we do. It's our Calling. Come build it with us.

Core Responsibilities

The Service Manager serves as the primary point of contact between INDIGITAL and PSAP stakeholders, working closely with the Market Manager, internal project teams, and external market consultants to resolve issues quickly and keep customers informed. This role also represents INDIGITAL at industry events and conferences, and is ultimately accountable for overall PSAP customer satisfaction.

• Provides information to PSAPs during implementation and assists in resolving issues and questions concerning projects.
• Provides updates and interaction on behalf of INDIGITAL to stakeholders.
• Provides INDIGITAL's social media team with information for social media, email engagement, public outreach, and other high-level matters.
• Coordinates with the Market Manager to cultivate ideas and implement programs that better help meet PSAP needs and provide value-added service.
• Assists with the scheduling of training, education, and stakeholder outreach.
• Monitors and escalates support tickets, coordinating and communicating with PSAPs and INDIGITAL personnel regarding the resolution of tickets.
• Provides constructive feedback to build customer relationships and support internal workgroups.
• Updates contacts and user access for systems such as Team Support and Logix, and ensures the NSOC and PSAP escalation lists are current for timely issue resolution.
• Identifies ways to improve the level of service INDIGITAL provides to our customers.
• Represents INDIGITAL at industry events (state NENA and APCO meetings/workshops, state training, weekly project meetings, and other 9-1-1 stakeholder association meetings) and conferences (state NENA conferences and surrounding-state NENA/APCO events, as requested).

The Alabama Service Manager will work with and report directly to the Alabama Market Manager. The ideal candidate for this position must reside in the state of Alabama.

Required Knowledge, Skills & Abilities

Technical

• Expert knowledge of INDIGITAL's Next Generation 9-1-1 services and platforms, including MEVO, Texty, and any other provided services.
• Familiarity with PSAP network and CPE environments, including troubleshooting and issue resolution.
• Proficiency with contact and ticketing systems such as Team Support and Logix.
• Understanding of support ticket escalation procedures, including coordination with the NSOC and PSAP escalation lists.

Professional

• Strong verbal and written communication skills, with the ability to present to and address groups of five or more people.
• Ability to build and maintain positive relationships with PSAP leadership, staff, and other stakeholders.
• Skilled at coordinating across internal workgroups (project managers, technicians, and technical staff) and external market consultants.
• Strong organizational skills to manage training, education, and outreach scheduling.
• Willingness and ability to travel, including day trips and overnight stays, as needed.

Education, Experience & Certifications

• High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred.
• Prior experience in customer service, account management, or the public safety/9-1-1 industry preferred.

Additional Requirements

• Willingness to work a flexible schedule as needed to meet departmental objectives; must remain accessible via communication device and coordinate coverage when unavailable
• Be prepared to complete any assigned task as required by your supervisor and in accordance with the satisfactory completion of all job duties and responsibilities
• Occasional meetings or planning discussions may be scheduled outside of regular business hours
• Valid driver's license required
• Must maintain a professional appearance and clean workspace, including appropriate attire and safety equipment when required
• Must demonstrate the ability to work with people at all levels of the organization
• Must be able to read fine print and numbers, either in printed form or on a computer monitor, and must be able to hear and speak clearly from up to 20 feet away, including when addressing groups of five or more people.
• Mobility at customer facilities may include climbing stairs or ladders and setting up for presentations, and may require lifting objects up to 40 pounds.
• Travel is required and will consist of day trips and overnight stays as needed; travel, lodging, and meal costs are covered by INDIGITAL.
• Present a clean, neat, businesslike workspace and appearance; wear appropriate attire and safety equipment (as needed)
• INDIGITAL is a 100% certified drug and substance free workplace; participation and compliance with the Company’s Drug Testing policy is mandatory

To successfully perform the functions of this role, the selected candidate must demonstrate the willingness and ability to carry out each essential responsibility with a satisfactory level of proficiency. The details above are representative and do not constitute an exhaustive list of all required knowledge, skills, and abilities.

Benefits & Compensation Highlights

• We offer competitive compensation commensurate with experience.
• Unlimited PTO — flexible time off for vacation, personal, and sick needs, effective after 30 days of employment
• Comprehensive Health Benefits — medical (HDHP), dental, vision, and HSA, effective the first of the month following 30 days of employment
• Life & Disability Insurance — group life, voluntary supplemental life, and company paid short-term disability and voluntary long-term disability coverage
• 401(k) with Strong Company Match — 100% match up to 5% of salary, plus a 3% Safe Harbor contribution and 2% discretionary profit share, after one year of service
• Technology Allowance — monthly stipend for internet and phone

Equal Employment Opportunity

INDIGITAL and its affiliate companies consider applicants solely on the basis of qualifications, without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Employment is contingent on eligibility to legally work in the United States.