Director, Fixed Video Technical Support Operations

Motorola Solutions•Chicago, IL

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. The Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions’ product and applications support, centralized service delivery, and managed service operations. The Director of Fixed Video Technical Support Operations is a visionary leader responsible for the delivery of product and applications support, metrics performance, and centralized service delivery for all Fixed Video solutions (Unity, Alta, Envyson, and Services Offers). Reporting directly to the AVP of Global CMSO, this individual will spearhead the transformation of back-office support for our global customer base. By implementing service delivery strategies focused on sustainable business models and competitive advantage, this leader ensures an exceptional customer experience while mentoring a high-performing workforce and managing a comprehensive departmental budget.

Requirements

Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or Business Management.
Leadership Experience: 10+ years managing technology operations, with a proven track record of leading large teams of 250+ members and driving high levels of engagement.
Technical Expertise: Extensive experience in technical support leadership, including a deep understanding of cloud environments, DevOps (certification preferred), and ITIL frameworks.
AI Implementation: Demonstrated success in defining and deploying AI solutions within a technical or service delivery context to improve business outcomes.
Strategic Impact: Proven ability to manage complex budgets, influence senior executives, and transform teams through process improvement and performance management on a global scale.
Minimum of a Bachelor's degree, Master’s degree in Computer Science, Engineering, Business Management preferred
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.

Responsibilities

Global Leadership & Scale: Lead, coach, and inspire a diverse organization of 250+ people across multiple global locations, fostering a culture of high performance, accountability, and continuous professional development.
AI & Innovation: Identify and implement AI use cases and solutions to drive operational efficiencies, automate support workflows, and achieve significant cost savings across the Technical Support Operations framework.
Operational Excellence: Drive the implementation of scalable, repeatable service delivery models utilizing ITIL and DevOps best practices to ensure seamless performance management, governance, and event management.
Strategic Collaboration: Act as the primary point of contact for technical incidents and service transitions, partnering with Engineering, Sales, and Cyber teams to resolve complex problems and align service portfolios with customer needs.
Financial & Process Stewardship: Oversee the departmental budget, including labor and capital expenditures, while streamlining end-to-end processes to ensure responsiveness and long-term financial sustainability in cloud environments.
Change Management: Lead the organization through significant cultural and structural transformations, building credibility with executive stakeholders to gain alignment on vision, innovation, and differentiated customer experiences.