Sr Supervisor I NOC Technical Support (Swing Shift)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls).
Job Description

Work schedule for the Sr Supervisor I NOC Technical Support role:

Swing Shift (5x8)

Monday through Friday, 4:00 pm to 12:30 am (Central Time)

Schedules subject to change in response to business needs.

Location

Work is primarily performed onsite at the Allen, TX, office location. 

Remote work may be required in a quiet environment. 

The Sr Supervisor will provide shift-based oversight and direction for members of technical staff in a 24/7 technical support environment. Primary responsibilities will include resource management, performance management, incident management, and customer satisfaction. 

Primary Responsibilities

• Supervises technical support activities and provides direction to technical staff

• Coordinates employee work schedules and ACD staffing to maintain service level objectives

• Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans

• Adheres to state and federal (FCC) regulations for telecommunications outage notification

• Conducts regular team meetings and one-on-one's to deliver training, performance feedback, and process instruction

• Monitors adherence to company policies, operational and service level agreements (OLAs/SLAs)

• Writes instructional documentation using standardized best-practices; training aids, technical MOPs, Knowledge Base (KB) articles, and general departmental procedures.

• Maintains high customer satisfaction; coaches customer service guidelines to members of staff, responds appropriately to escalations from customers and service partners, collaborates with senior management and internal support teams to quickly resolve service concerns

• Performs departmental onboarding, account management, and miscellaneous administrative duties for direct reports

• Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete annual employee performance appraisals/reviews.

Preferred Skills

• Strong working knowledge of IP networking and interoperability standards

• 1+ years of experience troubleshooting IP network connectivity

• 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

• Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

• Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)

#LI-DB1

Basic Requirements

• 2+ years of technical support experience in an IT Service organization

• 1+ years of Management, Supervisory or leadership experience with responsibility for direct reports

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

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 email [email protected].