2h ago
Deployment Technical Support Manager
New York City
full-timemanagerretail technology
Tech Stack
Description
You will lead the Deployment Support function, managing a team responsible for overnight incident response, technical support during active deployments, and deployment readiness operations. This role ensures equipment and systems are prepared ahead of installations, enforces SLA performance, and drives cross-functional execution to prevent issues and improve operational discipline.
Requirements
- 7+ years in IT support / technical operations / NOC / helpdesk, ideally supporting SaaS + hardware/IoT ecosystems
- 3+ years people management experience leading a technical support or operations team
- Strong troubleshooting across hardware/software/networked systems; able to lead complex incident mitigation
- Familiarity with Linux
Responsibilities
- Manage, coach, and develop a team supporting overnight deployments and deployment readiness
- Own queue health, prioritization, and consistent execution against SLAs; set and track KPIs
- Own vendor kitting support workflows to prevent install-day issues
- Act as senior escalation point for high-severity or complex issues; lead overnight incident response
- Maintain runbooks, SOPs, and readiness playbooks; drive process improvements and automation
0 views 0 saves 0 applications