Technical Support Team Lead

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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

Job Summary

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 addition this role oversees the teams performance levels queue coverage and resources time utilization in order to meet the departments 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.

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 Teams 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 Requirements

Basic Qualifications

• 3-5 years of relevant experience in an IT environment with a Bachelors 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

Company

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.