Dispatch Service Desk Supervisor

About the role

The Dispatch Service Desk Supervisor leads a 24x7 Service Desk within Motorola Solutions' Managed Services Network Operations Center. The role ensures timely handling of customer and network issues, meeting SLA and KPI targets while providing coaching to deliver best‑in‑class support.

Key responsibilities

• Receive and triage issues via phone, ticketing system, and email.
• Lead the team in answering calls, meeting KPI timelines, and balancing workload.
• Monitor queue performance, adjust staffing, and ensure SLA compliance.
• Document, verify, and validate reported incidents and service requests.
• Represent the Dispatch Service Desk in internal meetings and collaborate with cross‑functional teams.
• Act as an escalation point for complex customer issues.

Required profile

• Minimum 3 years of customer support experience.
• At least 2 years of supervisory experience preferred.
• Strong communication, documentation, and analytical abilities.
• Detail‑oriented with the ability to manage multiple tasks concurrently.
• High school diploma or equivalent; higher education not required.

Required skills

• Experience with Remedy ticketing system.
• Familiarity with PureCloud platform.
• Proficiency in Microsoft Word and Microsoft Excel.
• Knowledge of ITIL processes is a plus.

What we offer

• Referral Payment Plan.