Motorola Solutions Hiring for Senior Technical Support Manager – Cloud (US Remote) at Nashville, TN  Full Time

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we’re living up to our purpose everyday 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 – safer communities, safer schools, safer hospitals, safer businesses – safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises – enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.

Department OverviewThe Sr. Manager Technical Support – Cloud Products leads the Command Central Cloud Platform Support Team.

This role is responsible for ensuring an exceptional post-implementation customer experience that aligns with business and strategies and delights customers. Moreover, the role is responsible for achieving key performance indicators, mentoring and developing staff, and streamlining processes related to the successful operation of a geographically diverse technical support and network operations function.

The candidate will also play a key role in the transformation of the support experience coincident with the transformation of the product portfolio’s journey to the cloud.

The position reports to the Director of CMSO-Software Enterprise (CMSO-SE).Job Description

The Sr. Manager Technical Support will:

• Lead a geographically dispersed team providing first level technical support for the CommandCentral Cloud Platform (e.g. CC Aware, CC Evidence), VESTA Mass Notification, Ally CAD, and related products & services.

• Implement the Technical Support Operations framework to ensure end-to-end processes and tools to support service delivery objectives.

• Develop and drive 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 leverage “best practices” and industry standards such as ITIL and proven tools. The operations frameworks responsibilities include: Performance Management, Incident, Problem and Event management, and Customer Experience Relationship Management.

• Directly manage, coach, develop and inspire a team of ~25 people across multiple CMSO site locations.

• Partner and collaborate with Software Enterprise Engineering leaders and teams to resolve customer Incidents/Problem Tickets and provide trending data to the Engineering owners.

• Drive an integrated, end-to-end services approach and provide thought leadership on the development and delivery of sold services.

• Partner and build 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, ensuring root causes are addressed and problems do not recur, ensuring customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited.

• Serve as single point of contact for all Technical Incident and Problem related product and Operational issues including Service design and Service transitions

• Evaluate the financial impact of implementing the support operations model.

• Lead and develop 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.

• Collaborate with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.

• Select, develop, coach, mentor, and assess the performance of staff. Conduct direct reports’ employee performance appraisals. Effectively supervise and utilize staff to meet department objectives.

Skills / Attributes Required:

• Experience and knowledge transforming traditional support models to Cloud Support models, including DevOps

• Extensive customer service leadership experience, preferably within a technical context or technology company.

• A depth of knowledge and tool kit of best practices across customer centric service delivery organizations.

• A deep understanding and appreciation of the value of building the customer experience throughout the delivery process.

• Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent communication skills: written, oral, and interpersonal

• Proven success in driving change both in culture and organization to achieve the business objectives while simultaneously building the team morale and enthusiasm for the vision.

• Experience delivering services and solutions on a global scale.

• Ability to challenge standards to drive innovation, value and impact.

• Knowledge and curiosity of emerging technologies that may become relevant to building solutions.

• Proven success building and cultivating teams in the midst of significant change.

• Proven success in building relationships with peers and executives to gain input and alignment to visions and plans.

• Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.

• Strong understanding of human resource management principles, practices, and procedures.

• Bachelor or Master degree in Computer Science, Engineering or Business Management

Experience and Preferred Qualifications:

• 8-10 years of cumulative experience in software, professional services, software development, enterprise or cloud support, and customer-facing roles

• 7+ years of experience in managing technology operations and teams, ideally network operations centers (NOC) and Technical Support Operations

• 5+ years demonstrated success in leading highly motivated, engaged team members.

• Demonstrable experience supporting cloud operations

• Demonstrable experience with DevOps

• An understanding of the Agile development methodology

• Knowledge and Practicing Experience of ITIL Framework

• Experience conducting planning, governance, application selection, implementations, transformation and other enhancement projects

• Excellent performance record and proven ability to produce positive results.

• Demonstrate a high level of credibility, integrity, and trust with a focus on excellent customer service, supportive workplace interactions, and a professional work ethic.

• Strong ability to build relationships both internally and externally, including fostering a collaborative, positive work environment with stakeholders and peers

• History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff.

• Performance and personal competencies required for the position: Business Acumen, Thought Leadership, Decision Making, Building Relationships and Using Influence and Leading Teams

• 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

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Basic Requirements

• Bachelor’s degree in Computer Science, Engineering, or Business Management

• 8-10 years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles

• Must be able to obtain background clearance as required by government customer

Travel Requirements10-25%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 9 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran’s status, or, any other protected characteristic.

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.