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Lead – Deployment Technical Support
| Company | RADAR |
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| Location | New York, NY, USA |
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| Salary | $47000 – $86000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of professional experience in IT support, technical services, or helpdesk roles, preferably within a customer-facing or retail technology environment.
- 3+ years of team leadership experience. Proven leadership experience, including managing and mentoring a technical support team.
- Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues across hardware and software.
- Proficiency in remote support tools and ticketing systems like Jira, Zendesk, or ServiceNow.
- Experience managing escalations, ensuring high-priority incidents are addressed quickly and effectively.
- Excellent communication skills, both verbal and written, with the ability to explain technical issues to a non-technical audience.
- Ability to work under pressure, manage competing priorities, and ensure SLA compliance during the overnight shift.
Responsibilities
- Manage the Deployment Support Specialists team, ensuring the efficient delivery of remote IT and operational support to Radar’s retail customers and vendor partners.
- Oversee technical service requests, troubleshooting hardware and software issues, and ensuring high-quality support is provided in a timely and professional manner.
- Mentor, guide, and support a team of Deployment Support Associates, fostering an environment of continuous improvement and operational excellence.
- Lead technical troubleshooting efforts for complex or unresolved issues escalated by associates.
- Implement improvements to team workflows, ensuring support tickets are managed efficiently and in line with SLAs.
- Contribute to refining training programs and develop strategies for ongoing team development.
- Monitor team performance and provide targeted feedback to enhance individual capabilities.
- Identify and implement further process optimizations to reduce issue resolution times and improve customer satisfaction.
- Regularly review incident data and provide actionable insights to senior leadership on ways to optimize technical support.
Preferred Qualifications
- Experience with RFID technology and retail deployments.
- Familiarity with Unix/Linux systems, SSH, Telnet, and related command-line interfaces.
- Experience working in a 24/7 support environment, with the flexibility to work weekends, holidays, or outside regular hours as needed.
- Strong project management and process improvement skills.
