IT Manager I – Platform Innovation, Technical Support Lead

San Francisco - onsite, California

Title: IT Manager I – Platform Innovation, Technical Support Lead
Contract Duration: February 28, 2026
Classification: W2 under Staffing Supplier
Compensation: $50-51/hour
Start Date: October 27, 2025
Location: San Francisco, CA (Onsite/Remote)
Visa Sponsorship: Not provided

Position Overview

A technology-driven team is seeking a Technical Support Lead to guide and scale support for a rapidly growing platform within the restaurant services industry. This role focuses on delivering high-touch technical support and process optimization, directly resolving complex cases and mentoring frontline support agents for long-term service excellence.

Key Responsibilities

Serve as the escalation point for complex technical support issues, including those requiring networking or system-level expertise.
Provide hands-on support through tickets and interactions, upholding best practices for speed, ownership, and quality.
Mentor, coach, and develop support agents, increasing their confidence in problem resolution and technical troubleshooting.
Contribute to continuous improvement of training programs, knowledge bases, and performance standards for the support organization.
Play a central role in expanding support scope (phone/video/extended hours) while maintaining a high standard of service quality.
Collaborate with cross-functional teams to identify and implement scalable solutions for merchant support.

Skills & Qualifications

5+ years experience in IT, technical support, networking, or related fields, with a record of resolving advanced technical issues in live, high-stakes environments.
Minimum 2 years leadership or team management experience, with a focus on mentoring and process improvement.
Proven ability to thrive in dynamic, fast-moving environments, building scalable systems and solutions.
Strong problem-solving skills, capable of both deep technical analysis and broad process design.
Excellent communication abilities, able to work directly with clients and customers under pressure.
Experience with POS systems, LAN/WAN networking, router/switch configuration, or distributed hardware strongly preferred.

Apply now!