Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Job Description

Reporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members.

Basic Requirements

Key Responsibilities

• Stay on top of all queues, ensure service levels are met, and assist the support team when necessary.

• Perform ticket spot checks and ensure that Support standards are met in every customer interaction.

• Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication.

• Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience.

• Have a high-level knowledge of all MSI Fixed Video products 

• Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests.

• Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. 

• Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks. 

• Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable

• Undertake various primeships as per Management Team's needs & requirements in addition to Team Lead duties

• Work closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision.

Basic Qualifications

• 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset.

• 2-3 years technical support experience supporting enterprise level applications 

• 1-2 years plus experience leading a team in a Technical Support environment is a plus. 

• Experience working in environments using the KCS Methodology.

• Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms.

• Excellent communication skills both written and verbal, with the ability to manage customer expectations.

• Strong organizational skills and attention to detail.

Preferred Qualifications

• Familiarity with Salesforce, Google Workspace, Jira, and Slack.

• Background in surveillance systems, networking, or enterprise software deployment

• Previous project management experience or PMP certification is a plus.

• Certifications such as, but not limited to: CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+, ITIL.

Additional Information

• This role is hybrid.

• Flexible working hours and shifts.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

Job Requirements