Dispatch Service Desk Supervisor

Motorola Solutions
Mexico
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: high_schoolSkills: ["Communication","Documentation","Analytical skills","Attention to detail","Multi-tasking"]

Lead a 24x7 Service Desk within the MS-NOC, handling customer issues via phone, trouble tickets, and email. Ensure KPI- and SLA-timeline performance, balance queue load, and support initial triage and escalation management. Coach the team for best-in-class customer service, monitor performance, verify/validate and document reported issues, and represent the Dispatch Service Desk in internal cross-team meetings. Use tools like Remedy and PureCloud and apply strong technical literacy.

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FursaFursa
Motorola Solutions
Motorola Solutions
1 day ago

Dispatch Service Desk Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead a 24x7 Service Desk within the MS-NOC, handling customer issues via phone, trouble tickets, and email. Ensure KPI- and SLA-timeline performance, balance queue load, and support initial triage and escalation management. Coach the team for best-in-class customer service, monitor performance, verify/validate and document reported issues, and represent the Dispatch Service Desk in internal cross-team meetings. Use tools like Remedy and PureCloud and apply strong technical literacy.
Location: Mexico
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead the team answering phone calls for customer and network issues to meet KPI, timeline, and SLA metrics.
  • •Provide coaching for best-in-class customer service and drive continual improvement.
  • •Respond to emails regarding reported issues and customer escalations.
  • •Check queues, monitor team performance, balance load for changing demands, and assist with initial triage of incidents/service requests/problem tickets.
  • •Verify, validate, and document reported issues; act as escalation point and represent the team in internal meetings to facilitate collaboration.
Travel: Low travel

Key Requirements

  • •3+ years of total customer support experience required.
  • •High School Degree or equivalent required.
  • •Experience handling customer calls.
  • •2+ years of supervising a team preferred.
  • •Background working in a NOC or help desk/customer support environment is highly desired.
Experience:3+ yearsNOCHelp deskCustomer support
Education:High School
Skills:CommunicationDocumentationAnalytical skillsAttention to detailMulti-tasking
Tech Stack:REMEDYPureCloudMS-WordMS-ExcelITIL

Company Brief

Motorola Solutions
Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.
Industry: Surveillance & Security Hardware
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1928
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn