[Hiring] Technical Support Operations Manager @Motorola Solutions

Role Description

We are seeking a Technical Support Operations Manager to lead, mentor, and elevate a high-performing team of technical support professionals. In this role, you will champion operational excellence, drive continuous improvement across our support framework, and manage high-severity escalations to keep our customers connected and secure. You will serve as a key bridge between field support, product management, and engineering teams while leveraging modern technologies to scale our support ecosystem. This role offers the opportunity to foster an inclusive, collaborative environment where team members thrive and reach their full career potential or equivalent practical experience.

Key Responsibilities

• Team Leadership & Operational Excellence
  • Lead, mentor, and develop a team of Technical Support Technicians through regular 1:1s, continuous onboarding, and career growth planning.
  • Manage support performance to consistently meet or exceed established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Oversee data integrity within database systems while helping to ensure team compliance with quality, security, and operational policies.
• Incident Management & Customer Advocacy
  • Serve as the principal escalation point for critical customer incidents, guiding triage and swift resolution.
  • Coordinate cross-functionally with engineering and product management teams during major incidents to drive effective functional escalations.
  • Oversee complex customer situations, acting as a dedicated candidate advocate while balancing organizational priorities.
• Strategic Collaboration & Continuous Improvement
  • Synthesize operational support data to deliver actionable product insights to engineering and product teams.
  • Drive the creation and maintenance of internal knowledge base resources to improve first-contact resolution rates.
  • Promote the adoption of next-generation technologies and Priority Intelligence™ capabilities to expand ecosystem scalability.

Qualifications

• Experience managing a remote technical support environment.
• ITIL Foundation or Practitioner certification.
• Familiarity with vehicle intelligence products, ALPR, or physical security technologies.
• Industry technical certifications such as A+, Network+, or Security+.

Requirements

• Bachelor's degree in a technical or business discipline.
• 4+ years of experience in technical support.
• Must be able to obtain background clearance as required by government customer.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Benefits

• Incentive Bonus Plans.
• Medical, Dental, Vision benefits.
• 401K with Company Match.
• 10 Paid Holidays.
• Generous Paid Time Off Packages.
• Employee Stock Purchase Plan.
• Paid Parental & Family Leave.
• and more!