Director, Technical Services & Field Ops (Public Safety)

Motorola Solutions; Boston (MA); On-site; USD 95,000 - 105,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, Dental, Vision benefits

401K with Company Match

PaidTime Off

Employee stock purchase plan

Job summary

Motorola Solutions in Boston seeks a Technical Support & Field Operations Manager to lead post-sales services for Exacom Hindsight 4. You will oversee a dual-team of Helpdesk technicians and Field Engineers, ensuring on-site installations, deployments, and maintenance for public safety systems.

You will drive KPI-based performance, coordinate 24/7 support rotas, and collaborate with Product/Engineering to implement fixes and improvements, while maintaining CJIS security requirements.

Qualifications

• Experience leading technical support and/or field deployment teams in public safety or mission-critical environments.
• Deep understanding of VoIP, SIP, RoIP, and audio recording/logging technologies.
• Hands-on with Windows Server environments, networking, and SQL databases.
• Familiarity with CTI and dispatch console architecture; Exacom Hindsight 4 or similar systems is a plus.
• Proven ability to manage cross-functional teams and drive KPIs under high-stakes conditions.
• Bachelor-level technical degree and relevant certifications are desirable.

Responsibilities

• Lead dual-function teams of Tier 1/2 Helpdesk Technicians and Field Engineers.
• Oversee on-site installations, deployments, and system cutovers for Exacom Hindsight 4.
• Maintain SLAs, escalation workflows, and 24/7 on-call coverage.
• Coordinate with Product/Engineering for root-cause fixes and improvements.
• Foster relationships with PSAPs and emergency services clients.

Skills

VoIP

RoIP

SIP

Audio logging

Windows Server

Networking

SQL databases

CTI

Dispatch console

Exacom Hindsight 4

Public safety

Leadership

Education

Bachelor's degree in IT/CS/Engineering

ITIL Foundation

PMP

Network+

Security+

ENP

Tools

Exacom Hindsight 4

NICE

Verint

Job description

Motorola Solutions in Boston seeks a Technical Support & Field Operations Manager to lead post-sales services for Exacom Hindsight 4. You will oversee a dual-team of Helpdesk technicians and Field Engineers, ensuring on-site installations, deployments, and maintenance for public safety systems.

You will drive KPI-based performance, coordinate 24/7 support rotas, and collaborate with Product/Engineering to implement fixes and improvements, while maintaining CJIS security requirements.