Technical Support Team Lead
About The Position
As a Technical Support Team Lead, you will work in a people-first culture designed to elevate both team performance and the overall customer experience. You will oversee resource utilization, phone coverage, and team productivity while driving a collaborative environment built on technical excellence. In this role, you will lead a highly technical team, empowering individuals to pursue their passion and potential while delivering on our operational metrics. 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.
Requirements
- High School diploma
- 2+ years in an IT environment
- Must be able to obtain background clearance as required by government customers
Responsibilities
- Lead all aspects of the employee lifecycle, including hiring, onboarding, and ongoing performance management, while fostering an inclusive environment
- Conduct regular 1:1s, huddles, and side-by-side coaching sessions to identify skills gaps and implement tailored training plans
- Support Employee Experience initiatives by recognizing team successes and driving high performance
- Oversee daily service levels, phone coverage, and case management tracking to consistently meet SLAs and KPIs
- Analyze case management data and customer satisfaction feedback to implement solutions for service delivery improvements
- Partner with the CMO organization and internal stakeholders to execute strategic initiatives that align with the corporate vision
- Oversee expert-level troubleshooting for complex solution deployments and resolve high-priority customer issues via phone and email
- Observe case trends to refine support workflows and improve overall department efficiency
- Maintain a continuous learning mindset regarding hardware/software configurations and IP networking to guide the team
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
