AL Service Manager

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.