Technical Support Team Lead (Hybrid)

Motorola Solutions•Allen, TX

2d•$65,000 - $75,000•Hybrid

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. Location: Allen, TX (Hybrid – minimum 2 days per week in-office) Reporting to the Customer Support Manager, the Technical Support Team Lead drives the customer experience by managing daily service levels and technical performance. This individual oversees resource utilization, phone coverage, and team productivity to consistently meet SLAs and KPIs. By maintaining deep knowledge of MSI products, the Lead fosters a culture of technical excellence and unwavering customer focus.

Requirements

Experience: 3–4 years in an IT environment with a relevant degree/diploma, or 6–7 years of equivalent professional experience.
Technical Skills: Proficiency in IP networking (routers, firewalls, wireless) and OS troubleshooting; experience with Video Security or Access Control is a significant plus.
Certifications: CompTIA A+, CCNA, MCSA, or similar technical certifications are preferred.
Soft Skills: Exceptional communication skills with the ability to remain calm under pressure and translate complex technical issues for any audience.
Availability: Ability to work an 8.5-hour shift within operational hours (6 AM – 6 PM) and participate in an occasional weekend on-call rotation.
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
3+ years of relevant experience in an IT environment with a Bachelor's Degree in a related field of study OR 6+ years of relevant experience in an IT Environment.
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.

Responsibilities

Team Leadership: Lead all aspects of the employee lifecycle, including hiring, onboarding, and ongoing performance management, while fostering a collaborative and inclusive environment.
Coaching & Development: Conduct regular 1:1s, huddles, and side-by-side coaching to identify skills gaps and implement tailored training plans.
Operational Excellence: Monitor case management systems to ensure accurate tracking, prioritize support requests, and refine processes to improve department efficiency.
Escalation Management: Provide expert-level troubleshooting for complex MSI solution deployments and resolve high-priority customer issues via phone and email.
Strategic Collaboration: Partner with internal stakeholders and the management team to execute strategic initiatives that align with the broader corporate vision.
Performance Tracking: Utilize data and CSAT feedback to recognize team successes and implement solutions for service delivery improvements.
Technical Stewardship: Maintain a continuous learning mindset regarding IP networking (TCP/IP, UDP, Multicasting) and hardware/software configurations to guide the team through evolving product lines.