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Summary: Lead and develop a global team of Dispatch Supervisors and Service Desk agents, driving resolution of customer issues, establishing performance standards, and fostering a customer-focused culture in a 24/7 operation. Highlights: 1. Lead and develop a global team in a 24/7 operational environment 2. Drive continuous improvement and maintain operational excellence 3. Foster a culture of accountability and customer-focused execution **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** ----------------------- The NOC Dispatch team is a customer service organization within Motorola Solutions, supporting Government \& Public Safety Business customers. Our organization is focused on business\-to\-business customers who include state and local entities, federal government agencies, and authorized channel partners. The Dispatch organization is responsible for managing inbound calls, emails, and system\-generated incidents which involve resolving a wide variety of complex customer issues. The team plays a critical role in coordinating dispatch requests for field service technicians to customer sites and supporting technical support teams for two\-way infrastructure communication systems. Our customers have very specific service contract requirements, and the Dispatch team is responsible for ensuring we manage customer expectations toward contractual compliance. The Dispatch Manager plays a key leadership role in maintaining operational excellence and delivering best\-in\-class customer service. When our customers think of Motorola Solutions, they think of our products AND the support we provide. Our customers are our lifeblood, and this role is responsible for ensuring the team provides reliable, dependable support across all shifts. Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. and Mexico holidays. **Job Description** ------------------- **This is a hybrid position that requires working from our office in Parque Industrial del Norte two days per week. Please note that while the role typically follows administrative hours, 24/7 rotating shifts may be required based on business needs** . Responsibilities of the Dispatch Manager include but are not limited to: * Lead and develop a team of Dispatch Supervisors and Service Desk agents across a 24/7 operation, located in both the U.S. and Mexico. * Drive resolution of customer issues by ensuring timely and accurate dispatch and coordination * Oversee ticket flow and coordination with technical support and field service teams * Establish and maintain performance standards to meet customer and contractual requirements * Monitor team performance, identify trends, and drive continuous improvement initiatives * Develop and maintain favorable relationships with internal stakeholders, escalation teams, and regional partners * Ensure consistent communication and alignment across shifts, teams, and regions * Manage staffing, scheduling, and shift coverage to support business needs * Drive a culture of accountability, responsiveness, and customer\-focused execution \#LI\-DR2 **Basic Requirements** ---------------------- * High school degree or GED is required. Bachelor’s degree is a plus. * 5\+ years of experience in customer service, service desk, or dispatch operations is required. * 2\+ years of leadership experience managing supervisors or teams is required. * Experience working in a 24/7 operational environment * Strong leadership, communication, and organizational skills * Experience developing collaborative relationships across cross\-functional teams * Proficient computer skills with emphasis on Windows and Google\-based applications **Travel Requirements** ----------------------- Under 10% **Relocation Provided** ----------------------- None **Position Type** ----------------- Experienced **Referral Payment Plan** ------------------------- Yes ***EEO Statement*** Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally\-protected characteristic. We are proud of our people\-first and community\-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
