Technical Support Team Lead

Technical Support Team Lead

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.

Our customer support ecosystem operates with an unwavering customer focus to support the individuals, businesses, and public safety agencies that depend on our technology. We build and connect technologies to help protect people, property, and places. By maintaining deep technical knowledge across our evolving product lines, our team plays an essential role in "Solving for safer".

As a Technical Support Team Lead, you will work in a people-first culture designed to elevate both team performance and the overall customer experience. You will oversee resource utilization, phone coverage, and team productivity while driving a collaborative environment built on technical excellence. In this role, you will lead a highly technical team, empowering individuals to pursue their passion and potential while delivering on our operational metrics.

Key Responsibilities:

Team Leadership & Development

• 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

Operational Excellence

• 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

Technical Stewardship & Escalation

• Oversee expert-level troubleshooting for complex solution deployments and resolve 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

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range: $65,000- $75,000

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.

High School diploma

2+ years in an IT environment

Must be able to obtain background clearance as required by government customers

Under 10% travel required

No relocation provided

Experienced position

Referral Payment Plan: Yes

Our U.S. Benefits include:

• 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!

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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.