Deployment Technical Support Manager

RADAR•New York, NY

7h•$120,000 - $150,000

About The Position

The Deployment Technical Support Manager leads Radar’s Deployment Support function across two critical areas: overnight incident response and technical support during active deployments, and deployment readiness operations—ensuring equipment, systems, and vendors are prepared ahead of installs (including vendor kitting support, staging readiness, and pre-install validation). You will manage a team responsible for remote troubleshooting, escalation coordination, and customer/vendor communications, while also owning the operational discipline required to prevent issues before they happen. This role is accountable for SLA performance, support quality, deployment readiness KPIs, documentation/runbooks, and cross-functional execution across Deployment Ops, NOC/Systems, Engineering, Supply Chain/Logistics, and external integrators.

Requirements

7+ years in IT support / technical operations / NOC / helpdesk, ideally supporting SaaS + hardware/IoT ecosystems.
3+ years people management experience (hiring, coaching, performance management) leading a technical support or operations team.
Strong troubleshooting across hardware/software/networked systems; able to lead complex incident mitigation.
Familiarity with Linux/Unix, SSH, networking, and command-line troubleshooting.
Experience operating within SLAs and running structured incident response in a 24/7 environment.
Proficiency with ticketing and support tools (Jira, Zendesk, ServiceNow) and remote support workflows.
Strong communication skills—clear customer-ready updates, confident cross-functional leadership.
Ability to manage ambiguity, competing priorities, and high-impact work during overnight and deployment-critical windows.

Nice To Haves

Experience with retail deployments, RFID, and/or distributed hardware fleets.
Experience owning readiness workflows: kitting/staging, BOM validation, asset tracking, labeling, vendor QA, logistics handoffs.
Experience building support operations: KPIs, QA programs, postmortems, runbooks, problem management, and automation.
Vendor/integrator management experience in large-scale rollout programs.

Responsibilities

Manage, coach, and develop a team supporting overnight deployments and deployment readiness.
Own hiring, onboarding, training, and performance management.
Plan coverage (overnight/weekends/holidays) aligned to install volume and SLAs.
Own queue health, prioritization, and consistent execution against SLAs.
Set and track KPIs (response/resolution, reopen rate, repeat incidents, escalation quality).
Run daily/weekly operating rhythms and quality audits (ticket hygiene, comms, handoffs).
Own readiness workflows to prevent install-day issues (checklists, gating steps, pre-install validation).
Partner with vendors/ops/logistics to ensure kitting accuracy, completeness, configuration, and labeling.
Lead exception handling for mis-kits, missing parts, config issues, and last-minute changes; drive prevention.
Act as senior escalation point for high-severity or complex issues.
Lead overnight incident response: triage - mitigate - communicate - escalate - handoff.
Ensure disciplined tracking and closure with L2/L3 (Triage/NOC/Systems/Engineering) and post-incident follow-through.
Maintain and improve runbooks, SOPs, readiness playbooks, and knowledge base.
Identify trends and drive fixes (process changes, automation, tooling improvements) to reduce repeat incidents.
Produce clear reporting for leadership on performance, readiness risks, and systemic issues.