Deployment Technical Support Lead, Radar

• You have 5+ years of professional experience in IT support, technical services, or helpdesk roles, preferably within a customer-facing or retail technology environment
• You have 3+ years of team leadership experience. Proven leadership experience, including managing and mentoring a technical support team
• You have strong troubleshooting skills with the ability to diagnose and resolve complex technical issues across hardware and software
• You are proficiency in remote support tools and ticketing systems like Jira. Zendesk or ServiceNow..etc
• You have experience managing escalations, ensuring high-priority incidents are addressed quickly and effectively
• You have excellent communication skills, both verbal and written, with the ability to explain technical issues to a non-technical audience
• You have ability to work under pressure, manage competing priorities, and ensure SLA compliance during the overnight shift

Desirable

• The Deployment Technical Support Lead plays a critical leadership role in managing the Deployment Support Specialists team, ensuring the efficient delivery of remote IT and operational support to Radar’s retail customers and vendor partners
• This position is primarily overnight and involves overseeing technical service requests, troubleshooting hardware and software issues, and ensuring high-quality support is provided in a timely and professional manner
• The Lead will mentor, guide, and support a team of Deployment Support Associates, fostering an environment of continuous improvement and operational excellence
• This role requires exceptional leadership skills, strong technical expertise, and the ability to manage complex support situations while adhering to service-level agreements (SLAs)
• The Lead will also be instrumental in refining processes, developing documentation, and ensuring that the team is well-equipped to handle a variety of technical challenges
• In your first 30 days, you will:
• Gain a thorough understanding of Radar’s products, services, and deployment processes
• Familiarize yourself with the technical support team’s workflows and responsibilities
• Shadow and collaborate with the Deployment Support Associate team to gain insight into common issues and troubleshooting procedures
• Begin reviewing the current team performance and identify areas for improvement
• In your first 60 days, you will:
• Take ownership of overseeing the day-to-day operations of the Deployment Support team
• 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
• In your first 90 days, you will:
• Lead the team towards achieving operational goals, ensuring high-quality and timely resolutions for all technical support incidents
• 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

• Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process