• Act as the primary, senior-level escalation point for all service, maintenance, and support issues for the high-touch public safety customer base in Southeast New York. • Proactively engage with the customer's points of contact to maintain a robust, trust-based relationship, anticipating needs and mitigating potential service disruptions. • Take full ownership of the end-to-end maintenance operation, including resource allocation, service delivery schedules, and adherence to Service Level Agreements (SLAs). • Oversee the efficient and effective deployment of support resources to meet all operational and strategic service requirements. • Continuously monitor, analyze, and report on key performance indicators (KPIs) related to service delivery and maintenance, implementing corrective actions as necessary to ensure high standards of performance. • Provide regular, comprehensive updates to the T2 RSM on the status of customer operations, outstanding escalations, and strategic initiatives.