Responsibilities
Team Leadership & People Management
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.
#LI-RS1
Basic Requirements
5+ years of progressive technical management experience leading technical support and/or field deployment teams.
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
- 25-50%
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.
