Remote Technical Service Manager - MTTR & SLA Lead

Motorola Solutions; St. Louis (MO); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team, driving high-efficiency escalation management and SLA-compliant service delivery across complex public safety environments. This fully remote role includes 25–50% travel to customer sites across North America, with a preference for candidates based in Eastern/Central locations.

The position focuses on operational excellence, MTTR reduction, and leadership of a high-performance

Qualifications

• Bachelor's degree in computer science, information technology, or a related technical field.
• PM certifications (PMP, Lean Six Sigma, ITIL) are highly preferred.
• Strong understanding of IT service management (ITSM) principles and frameworks.
• 7+ years in technical support/field service with at least 3 years in leadership.
• Experience with mission-critical communication systems or public safety solutions is a plus.

Responsibilities

• Lead, mentor, and develop technical service engineers to deliver fast, accurate resolutions.
• Manage critical customer relationships during outages, maintaining proactive communications.
• Oversee daily operations including incident management, problem resolution, and service requests.
• Act as escalation point collaborating with engineering and product teams.
• Develop training programs and optimize workflows for efficiency.

Skills

Leadership

Project management

ITSM knowledge

Customer-facing experience

Education

Bachelor's degree in Computer Science, Information Technology, or related technical field

Tools

CRM platforms

Enterprise Service Management (ESM) systems

Workflow automation tools

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team, driving high-efficiency escalation management and SLA-compliant service delivery across complex public safety environments. This fully remote role includes 25–50% travel to customer sites across North America, with a preference for candidates based in Eastern/Central locations.

The position focuses on operational excellence, MTTR reduction, and leadership of a high-performance