Public Safety Tech Services & Field Ops Manager

Motorola Solutions; Manchester (NH); 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

Paid Time Off

Employee Stock Purchase Plan

Parental & Family Leave

Job summary

Motorola Solutions is seeking a high-performing Technical Support & Field Operations Manager to lead post-sales technical services, overseeing a dual-function Helpdesk and Field Engineer team responsible for Exacom Hindsight 4 deployments and ongoing maintenance. You will ensure SLAs, on-site installations, and 24/7 support for public safety clients.

Responsibilities include KPI establishment, escalation management, and collaboration with Product/Engineering to drive root-cause fixes.

Qualifications

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• Background in public safety, mission-critical environments, telecommunications, or NG911 preferred.
• Proven ability to manage remote and on-site cross-functional teams.

Responsibilities

• Lead dual-function Helpdesk and Field Engineer teams, with regular 1-on-1s and coaching.
• Set KPIs for response times, resolution rates, and customer satisfaction.
• Oversee day-to-day helpdesk operations and 24/7 on-call coverage.
• Coordinate on-site installations, upgrades, and system cutovers with project managers.
• Ensure SAT and security compliance during deployments and go-live events.
• Improve workflows, maintain knowledge base, and engage with PSAPs and dispatch centers.
• Handle customer escalations with clarity and empathy.

Skills

VoIP

SIP

RoIP

audio recording

Windows Server

Networking

SQL databases

CTI

Dispatch console

Exacom Hindsight 4

Public safety

Team leadership

Education

Bachelor's degree in IT/CS/Engineering

ITIL Foundation

PMP

Network+

Security+

Tools

Exacom Hindsight 4

NICE

Verint

Eventide

Job description

Motorola Solutions is seeking a high-performing Technical Support & Field Operations Manager to lead post-sales technical services, overseeing a dual-function Helpdesk and Field Engineer team responsible for Exacom Hindsight 4 deployments and ongoing maintenance. You will ensure SLAs, on-site installations, and 24/7 support for public safety clients.

Responsibilities include KPI establishment, escalation management, and collaboration with Product/Engineering to drive root-cause fixes.