Motorola Solutions · 1 day ago
Director of Fixed Video Technical Support Operations, Centralized Managed Support Operations
Allen, TX (TX139)
Full-time
Onsite
Director/Executive
$139K/yr - $180K/yr
10+ years expMotorola Solutions is a global community focused on enhancing public safety through technology. The Director of Fixed Video Technical Support Operations will oversee the delivery of product support and service operations, ensuring exceptional customer experiences and effective team management.
Cyber SecurityTelecommunicationsVideo
No H1B
Responsibilities
Implementing the Technical Support Operations framework, executive commitments, with peers, to ensure end-to-end processes and tools to support service delivery objectives
Developing and driving implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements, and product support commitments
Fully leveraging “best practices” and industry standards such as DevOps, ITIL and proven tools. The operations frameworks responsibilities include: Performance Management, Governance, Event management, Service Operations Centers, and Customer Experience Relationship Management
Implement AI solutions developed and determine AI use cases to improve operations efficiencies and cost savings
Directly managing, coaching, developing and inspiring a team of 100+ people across CMSO site locations
Partner and collaborate with Engineering leaders and teams to resolve customer Incidents, Problem Tickets and provide trending data to the Engineering owners
Driving an integrated, end-to-end services approach and providing thought leadership on the development and delivery of sold services
Partnering and building credibility across the organization, specifically with Software Sales, Regional Services and Engineering leaders to develop and deploy customer services/solutions
Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited
Single point of contact for all Technical Incident and Problem related product and Operational issues including Service design and Service transitions
Assist the alignment between service portfolio and operation
Evaluate the financial impact of implementing the support operations model into cloud environments
Collaborate with SE and Cyber teams on architecture design and tools
Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service
Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes
Mentor - Select, develop, coach, mentor, and assess the performance of staff. Conduct direct report’s employee performance appraisals, as applicable, according to Health System policies and complete by the due date. Effectively supervise and utilize staff to meet department objectives
Budget - Oversee department budget performance relative to labor, other supplies, productivity and capital needs/expenditures
Qualification
Required
Minimum of a Bachelor's degree
10+ years of experience of related experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
Preferred
Master's degree in Computer Science, Engineering, Business Management preferred
DevOps Certification desirable
Benefits
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!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
Android Headlines
2026-01-23
Company data provided by crunchbase