Manager, Technical Services & Customer Support

Motorola Solutions•New Hampshire, US Offsite, MA

1d•$95,000 - $105,000•Onsite

About The Position

We are seeking a high-performing Technical Support & Field Operations Manager to lead our post-sales technical services teams. In this role, you will manage both our internal Helpdesk Support Team and our team of Field Engineers responsible for the installation, deployment, and maintenance of our flagship product, Exacom Hindsight 4. Because our solutions record mission-critical audio for emergency communications (911 dispatch, police radio, and public safety answering points), reliability is paramount. You will ensure our teams maintain strict Service Level Agreements (SLAs), execute seamless on-site installations, and deliver outstanding service to public safety agencies.

Requirements

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).
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.
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.

Nice To Haves

Direct experience with Exacom Hindsight 4 (or similar multi-channel logging solutions such as NICE, Verint, Eventide) is a major plus.
Exceptional ability to maintain composure and drive resolution during high-stakes outages.
Superior verbal and written communication skills suitable for technical teams, executive management, and municipal clients.
Strong project coordination skills with the ability to manage competing priorities across support and field operations.
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.

Responsibilities

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.
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.
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.
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.