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Job DescriptionABOUT US At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's retail brands including American Eagle and Gap. We're building the future of in-store experience where every product and every person can be precisely located in real time. Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world's largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences. We're a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond! OUR VALUES Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters. Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together. High Impact: You'll make meaningful contributions from day one and help shape the future of our product and company. Clear Communication: We value honesty, humility, and respectful dialogue—everyone's voice matters. Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work. Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints. Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs. ABOUT THE JOB The Customer Support Manager will oversee the day-to-day execution of RADAR's frontline support operations, leading a team responsible for triage, troubleshooting, escalation, and customer communication across a complex hardware–software ecosystem. You'll partner closely with the Engineering and triage team, NOC, Solutions, and Customer Operations & Experience to refine processes, enhance documentation, strengthen tooling, and ensure our support function is fast, reliable, and customer-centric. This role blends operational leadership with hands-on technical oversight, keeping a close pulse on support quality, accelerating resolution times, managing ticket workflows, and delivering clear, actionable reporting to our customers and internal teams. This role is ideal for someone with strong experience supporting B2B SaaS and IoT products, who understands the nuances of hardware + cloud systems and has foundational knowledge of retail technology environments. Responsibilities: • Lead, coach, and develop RADAR's frontline support team; oversee daily ticket flow, prioritization, and response quality., • Ensure timely, accurate troubleshooting across sensors, controllers, the RADAR cloud platform, APIs, and store-level integrations., • Maintain high support quality by reviewing cases, providing feedback, and ensuring consistent communication standards., • Produce customer-facing reporting on ticket trends, root causes, resolution times, and ongoing improvements., • Collaborate with broad stakeholder teams on issue resolution and long-term fixes., • Own improvements in support documentation, playbooks, troubleshooting guides, and external knowledge bases., • Support tooling ownership, helping optimize workflows in Zendesk, Jira, Confluence, internal Support tooling, and reporting dashboards., • Identify recurring issues, quantify impact, and help drive improvements across product, deployment, engineering and support processes., • Ensure SLAs, on-call coverage, and escalation protocols are followed consistently., • Contribute to global support readiness as RADAR expands into new regions, including documentation and process scaling.ABOUT YOURequired:, • 6+ years of experience in B2B SaaS, IoT and hardware systems customer support, including at least 3 years in a manager or team lead role., • Strong understanding of cloud platforms, APIs, hardware/software interactions, and basic networking., • Excellent analytical troubleshooting skills; comfortable reviewing logs, dashboards, system behavior, and API responses., • Experience driving frontline support operations: triage management, quality reviews, scheduling, and SLA adherence., • Skilled in documentation, process structure, and building/improving support workflows., • Comfortable collaborating with cross-functional partners in engineering, operations, and customer environments., • Proficiency with tools like Zendesk, Jira/JSM, and other Atlassian products;, • Exceptional customer service skills with a problem-solving attitude, • Strong organizational and time management skills with the ability to prioritize and manage multiple tasks, • Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical usersPreferred:, • Experience supporting RFID, IoT hardware, edge devices, or similar hardware ecosystems., • Familiarity with retail technology support - store systems, network environments, device troubleshooting, or similar., • Experience supporting large multi-site retail chains or enterprise deployments., • Understanding of retail networking (meraki/cisco), PoE, VLANs, and common in-store constraints, • Background in incident management, on-call rotations management, and support., • Ability to create or maintain dashboards for reporting (SQL or low-code)., • Experience working with Grafana, Looker, or other monitoring platforms., • Ability to perform lightweight debugging using SQL, basic scripting, or API tools (Postman, cURL), • Ability to use search functions in BigQuery; familiarity with SQL and Looker (or similar BI tools), • Experience with ITSM tools and knowledge of ITIL best practices preferredWHAT YOU'LL DOIn your first 30 days, you will:, • Learn Radar's mission, technology stack and core values., • Complete onboarding and security compliance training., • Develop strong understanding of RADAR sensors, controllers, cloud platform, and support workflows., • Shadow support rotations to observe triage, escalation, and troubleshooting flows., • Review existing documentation, SLAs, tooling configs, and reporting gaps., • Build an initial assessment of quality, speed, and common case patterns.In your first 60 days, you will:, • Begin optimizing triage workflows, ticket routing, and communication templates., • Establish baseline dashboards for SLA measurement, ticket analytics, and team performance., • Publish or refresh key knowledge base articles and troubleshooting guides., • Implement early improvements in tooling, tagging, automation, or reporting., • Strengthen cross-functional working rhythms with Engineering and Deployment.In your first 90 days, you will:, • Fully own daily customer support operations - load balancing, quality control, training, and reporting., • Deliver a support improvements plan outlining upgrades to processes, documentation, and tooling., • Launch updated customer-facing reporting and internal dashboards., • Build a stronger coaching, QA, and review framework for support agents. Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness. Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.

Job Description MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. We are seeking an accomplished Executive Director of IT Operations to provide senior operational leadership and hands-on technical expertise for our enterprise IT infrastructure and end-user services organization. This role reports to the VP of IT & Security and manages both the Director of Infrastructure Operations and ServiceDesk/Desktop Support operations while maintaining deep technical involvement in complex implementations and serving as the subject matter expert across our technology stack. The ideal candidate combines proven leadership capabilities with advanced technical skills, providing strategic planning, operational reporting, and direct technical execution for critical infrastructure initiatives while ensuring exceptional end-user service delivery. ROLE AND RESPONSIBILITIES: Organizational Scope & Direct Oversight • Infrastructure Operations and End-User Services Leadership, • Direct management of Director of Infrastructure Operations and senior infrastructure leadership, • Operational oversight of Senior Systems Administrators, Network Engineers, and technical infrastructure staff, • Strategic coordination with infrastructure teams across Linux/Windows, VMware, storage, networking, and cloud platforms, • Technical mentorship for infrastructure professionals and career development planning, • Direct management of ServiceDesk or desktop support manager, • Oversight of infrastructure Tier 1/2/3 support operations and escalation processes, • Demonstrated understanding of ServiceNow ITSM platform for incident, problem, and request management, • Strategic planning for end-user experience improvement and support optimization, • Ensure all systems are patched in accordance with company policy, servers, laptops, and network equipment Strategic Planning & Operational Reporting • Develop comprehensive operational plans, technology roadmaps, and capacity planning strategies for infrastructure and service delivery organizations, • Create detailed project plans, resource allocation strategies, and timeline management for major infrastructure and service delivery initiatives, • Generate executive-level reporting on infrastructure performance, service desk metrics, project status, and operational KPIs for VP leadership, • Coordinate budget planning, resource forecasting, and capital expenditure recommendations across infrastructure and end-user services, • Lead infrastructure architecture planning and technology standardization initiatives Hands-On Technical Leadership & Implementation • Personally lead complex technical implementations including major infrastructure upgrades, migrations, and architectural changes, • Serve as escalation point for critical technical issues requiring advanced expertise across multiple technology domains, • Conduct advanced troubleshooting and resolution for complex infrastructure problems spanning multiple platforms, • Design and implement enterprise-level solutions including virtualization clusters, storage architectures, and network infrastructures, • Lead proof-of-concept development and technical evaluation of new technologies and platforms, • Provide hands-on technical guidance during critical maintenance windows and emergency response situations DESIRED QUALIFICATIONS: Technology Stack Subject Matter Expertise • Container Platforms & Cloud-Native Architecture: Expert-level knowledge of on-premises Kubernetes platforms, container orchestration, microservices architectures, networking (CNI), storage (CSI), security contexts, RBAC, network policies, admission controllers, and multi-tenancy patterns. Experience building Kubernetes as an internal platform service for development teams., • Compliance-Driven Infrastructure: Familiarity with NIST 800-53 Rev 5 controls and NIST SP 800-190 container security guidance; practical experience implementing compliance requirements in containerized environments; familiarity with CMMC Level 2 requirements and government contract security obligations, • Enterprise Infrastructure Platforms: Expert-level knowledge of virtualization (VMware vSphere), enterprise object storage (SAN/NAS), and network architecture serving as foundation for container platforms, • Operating Systems:** Advanced expertise in Linux (RHEL, CentOS, Ubuntu) with deep understanding of container runtimes, kernel features (namespaces, cgroups), and security mechanisms (SELinux, AppArmor), • DevSecOps & CI/CD Security: Hands-on experience designing and securing CI/CD pipelines with integrated security controls including container image scanning, software bill of materials (SBOM) generation, vulnerability management, and policy-as-code enforcement, • Automation and Infrastructure-as-Code: Deep technical knowledge of Terraform, Ansible, GitOps workflows, and automation frameworks for declarative infrastructure management, • Understanding of network segmentation, service mesh implementations (Istio, Linkerd), mutual TLS, and identity-aware access controls for containerized environments, • Observability and Monitoring: Expert knowledge of observability platforms including Prometheus/Grafana for infrastructure metrics and AppDynamics for application performance monitoring, • Observability Platforms: Strong understanding of observability and monitoring solutions including Prometheus/Grafana for infrastructure metrics and AppDynamics for application performance monitoring; ability to interpret metrics, define dashboard requirements, and collaborate with platform teams on monitoring strategies, • Endpoint Management: Knowledge of modern endpoint management solutions including SCCM, Intune, MDM platforms, and desktop deployment automation, • Service Delivery: Understanding of ITIL frameworks, service desk operations, and end-user support best practices, • Emerging Technologies: Technical evaluation and implementation of new platforms and architectural patterns in compliance-constrained environments, • Cloud Technologies: Experience with AWS, Azure, Google Cloud platforms primarily for architectural reference and hybrid patterns; focus on replicating cloud-native patterns on-premise, • Networking: Advanced knowledge of enterprise networking, software-defined networking, service mesh architectures (Istio, Linkerd), and zero-trust network design for containerized workloads, • Database Systems: Experience supporting database teams using enterprise database platforms (SQL Server, Oracle, PostgreSQL, MySQL) including containerized database operations and persistent storage strategies, • ITSM Platforms: Deep experience with ServiceNow platform capabilities including incident management, problem management, change management, and service catalog workflows; ability to define operational requirements and request platform enhancements. Education & Professional Experience • Bachelor's degree in Engineering, Computer Science, Information Technology, or related technical field, • 12+ years of progressive experience in enterprise infrastructure management and technical leadership, • 5+ years of senior management experience with direct reports and budget responsibility, • Proven track record leading large-scale infrastructure transformation and modernization projects, • Proven ability to lead technical teams while maintaining hands-on technical involvement, • Experience managing infrastructure budgets of $5M+ and leading cost optimization initiatives, • Strong project management capabilities with PMP certification or equivalent experience, • Excellent communication skills for both technical teams and executive leadership, • Experience with vendor management, contract negotiation, and strategic technology partnerships, • Virtualization: VMware VCP-DCV, VCAP-DCA, or equivalent advanced certifications, • Cloud Platforms: AWS Solutions Architect Professional, Azure Solutions Architect Expert, or Google Cloud Professional (for architectural reference), • Project Management: PMP, Prince2, or equivalent project management certifications a plus, • ITIL: ITIL Expert or equivalent service management certifications a plus *The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $200,000.00 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process. To learn more about our company and other opportunities visit us at Keywords: IT Infrastructure, IT Operations, New York Jobs, IT Jobs, Indeed, LinkedIn, Google, Lever, #ITInfrastructure, #ITOperations, #NewYorkJobs, #ITJobs, #Indeed, #LinkedIn, #Google, #Lever, #Ladders, Information Technology Operations, IT Management, Information Technology Infrastructure, Global IT Program Manager, Global IT Operations, MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. To learn more about our company visit us at