Remote Technical Service Manager - Public Safety SLA Leader

Motorola Solutions; Hartford (CT); 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

10 Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team, driving escalation management, workflow optimization, and SLA compliance across complex public safety environments.

This fully remote role includes up to 50% travel to customer sites across North America, with preference for Eastern/Central locations. Candidates should have PMP/Lean Six Sigma/ITIL credentials and a strong ITSM background.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Certifications: PMP, Lean Six Sigma, ITIL or equivalent are highly preferred.
• Strong understanding of IT service management (ITSM) principles and frameworks.
• 7+ years of experience in technical support, field service, or related customer-facing technical role, with at least 3 years in leadership or management.
• Experience with mission-critical communication systems or public safety solutions.
• Proven ability to manage high-stakes, time-sensitive incident escalations while maintaining operational rigor.

Responsibilities

• Lead, mentor, and develop technical service engineers, building a high-performance customer-centric culture focused on execution speed and accuracy.
• Manage critical customer relationships during outages and incidents, maintaining proactive communications.
• Oversee day-to-day operations of the technical service department, including incident management, problem resolution, and service request fulfillment.
• Act as primary escalation point for complex issues, collaborating with engineering and product teams for resolution.
• Establish streamlined escalation paths, clear response protocols, and rapid triage workflows to reduce MTTR.
• Identify training needs and develop training programs for the technical service team.

Skills

Technical leadership

Escalation management

Project management

ITSM knowledge

CRM platforms

Travel readiness

Education

Bachelor's degree in Computer Science/IT

Tools

CRM platforms

Enterprise Service Management (ESM)

Workflow automation tools

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team, driving escalation management, workflow optimization, and SLA compliance across complex public safety environments.

This fully remote role includes up to 50% travel to customer sites across North America, with preference for Eastern/Central locations. Candidates should have PMP/Lean Six Sigma/ITIL credentials and a strong ITSM background.