Service Delivery Manager

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

Department Overview

The Fixed Video Deployment Team delivers video solutions to Public Safety and Enterprise customers across North America. We are committed to providing solutions that will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Vigilant LPR and Avigilon Video Systems.

Job Description

In this role, this position will work within a dedicated project and service team on large video deployment projects. The motivated candidate will oversee aspects of remote monitoring, service, and support of Motorola Solutions Video Surveillance Solutions and Access Control, as well as articulate the technological capabilities of the solution(s) or any requirements needed to internal/external stakeholders. As a member of the Service Delivery team, this position will serve as the first point of contact for all helpdesk service calls, e-mails and support tickets. This position is responsible for the documentation and repair of all first-level issues that may be resolved remotely; all second-level and non-remote tasks will be documented and escalated to appropriate senior personnel. This position is intended to provide all end users with a definite point of contact for reporting troubles and requests to the Service Delivery team; the primary goal of this position is to ensure a high level of service availability for all end users. Candidates will be able to work under pressure and be able to remain professional in intense or stressful situations.

Essential Job Duties

• Articulate Video Surveillance Solutions and Access Control  for the project and the technological capabilities or requirements needed to internal/external stakeholders.
• Implement changes using established testing procedures and change control
• Conduct product testing and demonstrations when needed or required by customers and lead technical discussions.
• Support Project Team by becoming a trusted technical advisor and asset for both internal and external stakeholders for the project.
• Develop and maintain strong relationships with customer(s), Sub-Contractors, and Project Team Members.
• Collaborate with the Motorola Technical Support teams in providing post-sales support to customers.
• Be proactive in the entire project cycle, assisting in the identifying potential risks and proposing mitigating actions.
• Perform related service desk duties as assigned.
• Always complies with the Standards, policies and Code of Business Conduct and Ethics when dealing with internal or external confidential information or solution designs.
• Knowledge and experience with Microsoft Active Directory & Windows servers
• Working knowledge of MS Project or Smartsheet PMIS software, Service Now, JIRA a plus.
• Must be able to take the initiative and work effectively both independently and as a member of a cross functional team.
• Be able to travel to customer locations (Southeast US and Midwest Regions), subcontractor offices, project offices or warehouses for meetings, site walks, surveying, designing, integration, troubleshooting, vendor meetings, or other assigned tasks by project team.
• Must have the ability to work remotely without major disruption and distraction. Will be required to join video meetings and conference calls with both internal and external stakeholders.
• Possesses strong analytical and technical troubleshooting skills.
• Intimate knowledge and experience with Windows troubleshooting tools and techniques.
• Excellent knowledge of networking principles and IP communication.
• Experience with computer hardware configuration and troubleshooting.
• Experience with network equipment configuration and troubleshooting.
• Strong knowledge and background with Motorola Video Product and Software (Avigilon, Pelco, AVA)  a plus.
• Preferred strong understanding of the video surveillance integration process and standards.
• Excellent verbal and written communication skills.
• Exceptional organizational, multi-tasking, and time management skills
• Basic network and server triage prior to escalation to senior personnel
• Extensive remote support experience to include satellite sites and offsite or WFH staff
• An equivalent combination of education, certifications and professional experience will be considered.

KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required.

• Three (3) years of desktop, software and applications support experience
• One (1) year in a helpdesk or systems support capacity
• Minimum of three (3) years’ experience installing, supporting and maintaining the following:
  • Windows 7, 8 and 10; Office 2013, 2016, 2019, M365
  • Antivirus and antimalware management
  • Active Directory and Exchange or O365
  • Group Policy and printer servers
  • DHCP, DNS and VPN
• Basic network and server triage prior to escalation to senior personnel
• Extensive remote support experience to include satellite sites and offsite or WFH staff

EDUCATION AND EXPERIENCE:

• Associate degree in a technology discipline or related field of study.
• Bachelor’s or technical degree preferred.
• An equivalent combination of education, certifications and professional experience will be considered.

Preferred Qualifications:

• Three (3) years of desktop, software and applications support experience
  • One (1) year in a helpdesk or systems support capacity

OR

• Minimum of three (3) years’ experience installing, supporting and maintaining the following:
  • Windows 7, 8 and 10; Office 2013, 2016, 2019, M365
  • Antivirus and antimalware management
  • Active Directory and Exchange or O365
  • Group Policy and printer s
• Pass background check
• Must be able to maintain, manage, and work from multiple computers. (Customer Provided and Employer Provided)

Must be able work from the customers office in Charlotte, NC five days a week, 8AM ET – 4PM ET.

Basic Requirements

• 3+ years of desktop, software and applications support experience
• 1+ year in a helpdesk or systems support capacity
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.