Dispatch Service Desk Supervisor

Company Overview

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.

Department Overview

The Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission.

The Service Desk is a 24x7 service and resides in the MS-NOC. The Service Desk serves as the point of contact for the MS-NOC. They respond to customer issues requested by groups such as the Customer Care, TSO, Field Services, Performance Management team, etc.

Job Description

Scope of Responsibilities/Expectations

Service Desk receives referred issues through phone calls, trouble tickets, and email.

• Lead team responsible for the answering phone calls regarding customer and network issues meeting the KPI timeline metrics in support of the SLA
• Provide team coaching for best-in-class customer service and drive continual improvement
• Receive and respond to email on matters regarding reported issues and customer escalations
• Checks queue, monitor team performance and balance load to meet changing demands
• Verify, validate, and document reported issues
• Assist in performing initial triaging of incidents, service requests, and problem tickets
• Represent Dispatch Service Desk team in internal meetings and facilitate collaboration with other teams
• Act as an escalation point for customer issues

Specific Knowledge/Skills

• Good communication and documentation skills
• Computer and strong analytical skills
• Experience in handling customer calls
• Tools: REMEDY, PureCloud and other services applications desirable
• MS application tools such as MS-Word, MS-Excel, etc.
• Prior background working in NOC or Help Desk/Customer Support environment is highly desired
• Knowledge of ITIL is a plus
• Attention to detail
• Technical literacy
• Aptitude to manage multiple task concurrently
• 2+ years of supervising a team preferred

#LI-AN1

Basic Requirements

• 3+ years of total customer support experience required
• High School Degree or equivalent required

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.