Sr Supervisor I NOC Technical Support (Swing Shift)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls).

Job Description

Work schedule for the Sr Supervisor I NOC Technical Support role:

Swing Shift (5x8)

Monday through Friday, 4:00 pm to 12:30 am (Central Time)

Schedules subject to change in response to business needs.

Location

Work is primarily performed onsite at the Allen, TX, office location. 

Remote work may be required in a quiet environment. 

The Sr Supervisor will provide shift-based oversight and direction for members of technical staff in a 24/7 technical support environment. Primary responsibilities will include resource management, performance management, incident management, and customer satisfaction. 

Primary Responsibilities

• Supervises technical support activities and provides direction to technical staff

• Coordinates employee work schedules and ACD staffing to maintain service level objectives

• Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans

• Adheres to state and federal (FCC) regulations for telecommunications outage notification

• Conducts regular team meetings and one-on-one's to deliver training, performance feedback, and process instruction

• Monitors adherence to company policies, operational and service level agreements (OLAs/SLAs)

• Writes instructional documentation using standardized best-practices; training aids, technical MOPs, Knowledge Base (KB) articles, and general departmental procedures.

• Maintains high customer satisfaction; coaches customer service guidelines to members of staff, responds appropriately to escalations from customers and service partners, collaborates with senior management and internal support teams to quickly resolve service concerns

• Performs departmental onboarding, account management, and miscellaneous administrative duties for direct reports

• Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete annual employee performance appraisals/reviews.

Preferred Skills

• Strong working knowledge of IP networking and interoperability standards

• 1+ years of experience troubleshooting IP network connectivity

• 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

• Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

• Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)

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Basic Requirements

• 2+ years of technical support experience in an IT Service organization

• 1+ years of Management, Supervisory or leadership experience with responsibility for direct reports

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans