Technical Support Team Lead

7 months ago

Toronto, Canada Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we’re guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

**Department Overview**: This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.
**Reporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day service levels within the Customer Support organization. In addition, this role oversees the team’s performance levels, phone coverage, and resources time utilization in order to meet service level agreement and other KPIs. You will 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.

**About the Position**

**What will you get to do**
- 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.
- 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.
- Identify training requirements and skills gaps within the team.
- Cultivate a motivating and encouraging team environment for high employee engagement.
- Recognize and celebrate individual and team successes.
- Ensure processes and procedures are being followed, while identifying areas of opportunities accompanied by potential solutions/recommendations.
- Assist in developing training plans and materials, policies and procedures.
- Assist in the development of departmental and individual goals which reflect and support corporate goals.
- Ensure all requests are tracked and maintained accurately in the case management system.
- Accurately prioritize and categorize support requests; identify technical and pre-sales requests that require escalation.
- Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks.
- Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable
- Undertake various primeships as per Management Team’s needs & requirements in addition to Team Lead dutiesWork closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision.

**Education / Experience**
- 3-5 years of relevant experience in an IT environment with a Bachelor's De

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