Technical Support Team Lead

Key Responsibilities

• Lead all aspects of the employee lifecycle, including hiring, onboarding, and ongoing performance management, while fostering an inclusive environment
• Conduct regular 1:1s, huddles, and side-by-side coaching sessions to identify skills gaps and implement tailored training plans
• Support Employee Experience initiatives by recognizing team successes and driving high performance
• Oversee daily service levels, phone coverage, and case management tracking to consistently meet SLAs and KPIs
• Analyze case management data and customer satisfaction feedback to implement solutions for service delivery improvements
• Partner with the CMO organization and internal stakeholders to execute strategic initiatives that align with the corporate vision

Operational Excellence

• Lead the team in overseeing expert-level troubleshooting for complex solution deployments and resolving high-priority customer issues via phone and email
• Observe case trends to refine support workflows and improve overall department efficiency
• Maintain a continuous learning mindset regarding hardware/software configurations and IP networking to guide the team

Technical Stewardship & Escalation

• Oversee the team in managing daily service levels, phone coverage, and case management tracking to consistently meet SLAs and KPIs
• Analyze case management data and customer satisfaction feedback to implement solutions for service delivery improvements
• Partner with the CMO organization and internal stakeholders to execute strategic initiatives that align with the corporate vision
• Oversee the team in troubleshooting for complex solution deployments and resolving high-priority customer issues via phone and email
• Observe case trends to refine support workflows and improve overall department efficiency
• Maintain a continuous learning mindset regarding hardware/software configurations and IP networking to guide the team

Basic Requirements

• A high school diploma
• At least 2 years of experience in an IT environment
• Ability to obtain background clearance as required by government customers

Target Base Salary Range

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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.