Sr Supervisor I NOC Technical Support (Hybrid)

Motorola Solutions•Allen, TX

4d•Hybrid

About The Position

As a Sr Technical Support Supervisor in our 24/7 Network Operations Center, you will provide shift-based operational leadership and direction to a dedicated technical support staff. You will drive operational excellence, manage incidents, and maintain service availability to help ensure our customers are connected when it matters most. Working in a people-first culture, you will empower your team through active coaching, professional development, and collaborative problem-solving.

Requirements

Bachelor's degree or equivalent practical experience
IP Networking proficiency and familiarity with interoperability standards
Network Troubleshooting expertise involving IP connectivity, routers, switches, terminal devices, servers, and endpoints
Networking Protocols knowledge across BGP, MPLS, SIP, or VPN architectures
Technical Documentation navigation capabilities, including reading and interpreting network drawings (such as Visio diagrams)
Incident Management experience delivering fast resolution and clear communications within 24/7 mission-critical environments
Performance Coaching background utilizing metrics-driven goals and constructive feedback loops to support team members
1+ years of supervisory or leadership experience with responsibility for direct reports
High School Diploma
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

Experience working directly within a telecommunications or public safety Network Operations Center (NOC) environment

Responsibilities

Guide daily technical support operations to maintain service level objectives, coordinate ACD staffing, and align work schedules with dynamic operational needs
Monitor team performance against service level agreements (SLAs and OLAs) while fostering continuous operational improvement
Maintain full compliance with state and federal telecommunications outage notification regulations (including FCC mandates)
Oversee incident response workflows to resolve critical infrastructure, service, and endpoint concerns quickly and accurately
Handle customer escalations collaboratively alongside senior management and internal support teams to deliver high customer satisfaction
Direct departmental onboarding, system account permissions, and routine administrative functions for direct reports
Conduct regular team meetings and individual performance reviews to provide constructive feedback, deliver SMART goals, and establish tailored development plans
Author and standardize technical instructional documentation, including Knowledge Base (KB) articles, MOPs, training aids, and departmental guidelines
Drive ongoing employee engagement and technical growth across complex IP network topologies