[Hiring] Standard Operating Procedure Technical Lead Assistance @IT + Service Delivery

Role Description

As a SOP Technical Lead Assistant, you will provide frontline technical leadership, escalation support, and deployment oversight during cutovers and revisit activities. You will ensure technicians receive timely assistance and guidance throughout the deployment process, maintaining quality and compliance.

What We Need:

• Provide active technical leadership and real-time support during cutovers and revisit activities.
• Manage escalation, troubleshooting coordination, technician oversight, and stakeholder communication.
• Ensure deployment quality and compliance by reviewing technician deliverables and verifying required documentation and submissions.
• Approve technician site release and coordinate follow-up actions or revisits when necessary.

A Typical Day Looks Like:

• Review deployment schedules, technician assignments, and communicate coverage details for active cutovers and revisits.
• Serve as the primary escalation point by supporting technicians, coordinating troubleshooting, and managing bridge communications during deployments.
• Monitor technician check-ins, track deployment progress, address delays or issues, and provide stakeholder updates.
• Verify deployment completion by reviewing photos, JotForm submissions, Fluix reports, and ensuring all release criteria are met before approving technicians to leave site.
• Conduct next-business-day follow-ups by reviewing reports, resolving outstanding issues, and coordinating revisits when required.

How You’ll Be Measured:

• Timely communication and responsiveness to technician escalations, deployment issues, and stakeholder updates during active cutovers and revisits.
• Effective coordination and troubleshooting support that minimize deployment delays, unresolved issues, and repeat revisits.
• Accurate monitoring of technician check-ins, deployment progress, scheduling changes, and site release approvals.

Qualifications

• Prior experience in technical support, field operations, IT deployment, or similar technical coordination roles.
• Proven ability to manage escalations, coordinate multiple stakeholders, and support time-sensitive operational environments.
• Familiarity with deployment tools and workflows such as JotForm, Fluix, ticketing systems, and field service reporting processes.
• Strong background in troubleshooting hardware, software, or network-related issues in field or store environments.
• Demonstrated experience in leadership or shift/coverage-based support roles with responsibility for execution oversight and quality control.

Requirements

• Maintain the on-call/coverage schedule and communicate coverage details to the deployment team.
• Serve as initial escalation point for technicians and coordinate troubleshooting via chat, phone, or bridge.
• Establish and manage the command center bridge when multiple stores/teams are active.
• Track technician check-ins, address delays or no-shows, and ensure timely communications to stakeholders (team and store manager).
• Authorize technician release from site only after completion criteria are met and required submissions are received.
• Perform next-business-day review of reports, photos, and comments; initiate issue resolution and schedule revisits as required.
• Verify compliance with required tools/forms (e.g., JotForm and Fluix, where applicable).

Desired Character & Culture Traits

• Collaborate: Works closely with technicians, stakeholders, and support teams to ensure smooth deployment through clear communication and shared accountability.
• Inspire: Demonstrates calm leadership, reliability, and professionalism that builds confidence and trust across field teams and stakeholders.
• Innovation: Proactively identifies process improvements, smarter troubleshooting approaches, and more efficient ways to manage cutovers and escalations.
• Impact: Consistently drives successful deployment outcomes, reduces issues and revisits, and ensures high-quality execution across all cutovers and revisits.