Public Safety Tech Services & Field Ops Lead

Motorola Solutions; Chicago (IL); 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

Paid Holidays

Generous Paid Time Off

Job summary

Motorola Solutions in Chicago is seeking a Technical Support & Field Operations Manager to lead post-sales services for Exacom Hindsight 4. You will oversee the Helpdesk and Field Engineers, ensuring SLAs, on-site deployments, and high-quality service for public safety clients.

Requirements include 5+ years in technical management, experience in public safety, VoIP, SIP, RoIP, Windows Server, and SQL. Travel up to 20–30% and background clearance required.

Qualifications

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• Experience in public safety, mission-critical environments, telecommunications, or NG911 systems preferred.
• Proven ability to manage multi-disciplinary technical teams (remote and on-site).
• Deep understanding of VoIP, SIP, RoIP, and audio recording/logging technologies.
• Hands-on knowledge of Windows Server environments, networking, and SQL databases.

Responsibilities

• Lead dual-function teams: Tier 1/2 Helpdesk and Field Engineers.
• Set KPIs for response times, resolution rates, and customer satisfaction.
• Oversee 24/7 on-call support rotations for public safety clients.
• Direct on-site deployments, upgrades, and system cutovers with project managers.
• Coordinate with Product/Engineering on root-cause fixes and improvements.

Skills

VoIP & RoIP

SIP

Audio recording

Public safety IT

Customer escalation

Education

Bachelor's degree in IT/CS/Engineering

ITIL Foundation

PMP

Network+ / Security+ / ENP

Tools

Exacom Hindsight 4

Windows Server

SQL databases

CTI integration

Job description

Motorola Solutions in Chicago is seeking a Technical Support & Field Operations Manager to lead post-sales services for Exacom Hindsight 4. You will oversee the Helpdesk and Field Engineers, ensuring SLAs, on-site deployments, and high-quality service for public safety clients.

Requirements include 5+ years in technical management, experience in public safety, VoIP, SIP, RoIP, Windows Server, and SQL. Travel up to 20–30% and background clearance required.