About this Dispatch Service Desk Supervisor role at Motorola Solutions
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
The Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission.The Service Desk is a 24x7 service and resides in the MS-NOC. The Service Desk serves as the point of contact for the MS-NOC. They respond to customer issues requested by groups such as the Customer Care, TSO, Field Services, Performance Management team, etc.
Job Description
Scope of Responsibilities/Expectations:
Service Desk receives referred issues through phone calls, trouble tickets, and email.
Lead team responsible for the answering phone calls regarding customer and network issues meeting the KPI timeline metrics in support of the SLA
Provide team coaching for best-in-class customer service and drive continual improvement
Receive and respond to email on matters regarding reported issues and customer escalations
Checks queue, monitor team performance and balance load to meet changing demands
Verify, validate, and document reported issues
Assist in performing initial triaging of incidents, service requests, and problem tickets
Represent Dispatch Service Desk team in internal meetings and facilitate collaboration with other teams
Act as an escalation point for customer issues
Specific Knowledge/Skills:
Good communication and documentation skills
Computer and strong analytical skills
Experience in handling customer calls
Tools: REMEDY, PureCloud and other services applications desirable
MS application tools such as MS-Word, MS-Excel, etc.
Prior background working in NOC or Help Desk/Customer Support environment is highly desired
Knowledge of ITIL is a plus
Attention to detail
Technical literacy
Aptitude to manage multiple task concurrently
2+ years of supervising a team preferred
Basic Requirements
3+ years of total customer support experience required
High School Degree or equivalent required
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
ExperiencedReferral Payment Plan
YesEEO 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.
