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

Job 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

Job Requirements:

Technical Expertise

• ITS Systems & Physical Security to support vehicle intelligence solutions, ALPR, or physical security platforms

• Network Infrastructure to analyze and troubleshoot Firewall, WAN, LAN, and Router architecture

• Information Security to apply core information security theory and best practices within operational workflows

• Service Management Platforms to leverage advanced functionality in ServiceNow (SNOW), GSuite, and workforce management systems

• Technical Certifications to apply foundational principles from A+, Network+, Security+, or ITIL certifications

Professional Experience

• Remote Team Leadership to manage and scale distributed technical support operations

• Cross-Functional Partnering to align support operations with broader business goals alongside engineering and sales teams

• Data-Driven Analysis to translate operational metrics into actionable insights for product quality improvements

Preferred 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+

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: $75,000 - $80,000

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.

Basic 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.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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!

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 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.