Sr Supervisor I NOC Technical Support (Hybrid)
Motorola Solutions•Allen, TX
•$60,000 - $68,000•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. Bachelor's degree or equivalent practical experience.
Requirements
- 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
- 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
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
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
