NYC Systems Manager

Motorola Solutions•New York, NY

2d•$120,000 - $140,000

About The Position

The Service Operations Manager is a critical, high-visibility role responsible for the operational success and customer satisfaction of a demanding, high-touch public safety customer base within New York City. This position serves as the principal bridge between the customer's key points of contracted personnel and the Regional Services Manager, ensuring seamless communication and resolution of complex service issues. A primary function of this role is to own and manage the entire maintenance operation, support needs, and rigorously manage all customer expectations.

Requirements

5+ years of experience in one of the following: LMR, RF Systems, Radio Communications, Radio Frequency, Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, Radio System Administration & Maintenance, Client & Contract Management, Contractual Compliance, Customer Management or Military experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel up to 10% for training and customer support.
Must have a current, valid driver’s license and no traffic violations
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
Must have excellent communications skills and always present a professional image.

Responsibilities

Customer Relationship Management and Escalation: Act as the primary, senior-level escalation point for all service, maintenance, and support issues for the high-touch public safety customer base in Southeast New York.
Proactively engage with the customer's points of contact to maintain a robust, trust-based relationship, anticipating needs and mitigating potential service disruptions.
Translate complex technical and operational issues into clear, actionable communication for both the customer and internal teams.
Operations Ownership and Management: Take full ownership of the end-to-end maintenance operation, including resource allocation, service delivery schedules, and adherence to Service Level Agreements (SLAs).
Oversee the efficient and effective deployment of support resources to meet all operational and strategic service requirements.
Continuously monitor, analyze, and report on key performance indicators (KPIs) related to service delivery and maintenance, implementing corrective actions as necessary to ensure high standards of performance.
Internal Team Leadership and Reporting: The newly appointed Service Operations Manager is a people manager role that will lead a robust team, overseeing their day-to-day activities, performance, and professional development to ensure the highest quality of service execution.
Provide regular, comprehensive updates to the T2 RSM on the status of customer operations, outstanding escalations, and strategic initiatives.