Technical Support Team Lead

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally. Job Description Reporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members. Basic Requirements Key Responsibilities Stay on top of all queues, ensure service levels are met, and assist the support team when necessary. Perform ticket spot checks and ensure that Support standards are met in every customer interaction. Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication. Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience. Have a high-level knowledge of all MSI Fixed Video products Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests. Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connec ... (truncated, view full listing at source)