Manager, Technical Services & Customer Support

Direct, mentor, and evaluate a dual-function team consisting of Tier 1/2 Helpdesk Technicians and Field Engineers.

Conduct regular 1-on-1s, performance reviews, resource scheduling, and ongoing technical coaching.

Establish clear KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction.

Foster a collaborative team culture that understands the high-stakes, 24/7 nature of public safety operations.

Helpdesk & Technical Support Operations:

Oversee day-to-day helpdesk operations, serving as the primary escalation point for complex technical issues involving Exacom Hindsight 4 software, database logging, or hardware integration. - Manage ticket queues, escalation workflows, and SLA compliance. - Coordinate 24/7/365 on-call support rotas to ensure continuous coverage for emergency service clients. - Analyze ticket trends to collaborate with Product/Engineering teams on root-cause fixes and system improvements.

Field Engineering & Deployment Oversight:

Direct the planning, scheduling, and execution of on-site hardware and software installations, upgrades, and system cutovers. - Work closely with project managers and client IT/dispatch directors to align deployment timelines and site readiness. - Ensure Field Engineers adhere to standardized installation protocols, site acceptance testing (SAT), and security compliance standards. - Act as the technical point of contact during critical system commissioning and go-live events.

Process Improvement & Customer Relations:

Refine support workflows, deployment checklists, and internal knowledge base documentation. - Build strong relationships with key stakeholders across PSAPs, police departments, and emergency communication centers. - Manage customer escalations with empathy, calm leadership, and clear communication.

Qualifications:

Experience: 5+ years of progressive technical management experience leading technical support and/or field deployment teams.

Prior experience in public safety, mission-critical environments, telecommunications, or NG911 systems is strongly preferred.

Proven track record of managing multi-disciplinary technical teams (remote and on-site).

Technical Skills: Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies.

Hands-on knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases.

Familiarity with computer telephony integration (CTI) and dispatch console architecture.

Direct experience with Exacom Hindsight 4 (or similar multi-channel logging solutions such as NICE, Verint, Eventide) is a major plus.

Soft Skills & Core Competencies: Leadership Under Pressure: Exceptional ability to maintain composure and drive resolution during high-stakes outages.

Communication: Superior verbal and written communication skills suitable for technical teams, executive management, and municipal clients.

Organization: Strong project coordination skills with the ability to manage competing priorities across support and field operations.

Preferred Certifications & Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.

Certifications: ITIL Foundation, PMP, Network+, Security+, or ENP (Emergency Number Professional) are highly desirable.

Working Conditions & Physical Demands: Emergency communication support runs 24/7. This position requires participation in an escalation rotation and occasional travel to field sites as necessary.

Ability to pass background checks required for working with law enforcement and emergency services infrastructure.

Travel: Up to [20–30%] travel required to support major field installations or critical customer sites.

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: $95,000 - $ $105,000 USD.

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.

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