Technical Support Team Lead

Motorola Solutions•Allen, TX

6d•Onsite

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.

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