Enterprise SaaS Technical Support Manager

Our client, a retail SaaS provider supporting clients in the fashion industry , is hiring a B2B Help Desk Lead to join their team full-time onsite on Long Island. This role will be responsible for leading and managing two support teams, ensuring operational excellence, efficient issue resolution, and exceptional client satisfaction.

This position requires being onsite Monday–Friday, 9 : 00 AM–6 : 00 PM as this individual will manage teams who are fully onsite, in-person leadership is critical.

Job Duties Include :

• Lead and manage the Help Desk and Application Support teams, ensuring alignment with company goals and client needs.
• Oversee team scheduling and shift coverage for the 24 / 7 Help Desk operation to maintain SLA compliance.
• Monitor ticket queues and triage issues to ensure appropriate prioritization and timely resolution.
• Serve as an escalation point for client issues; join calls to communicate ticket status and resolution updates.
• Manage and mentor support team leads, providing training, feedback, and professional development.
• Ensure accurate documentation and tracking of client issues in the ticketing system.
• Collaborate with Development teams on escalated tickets and corrective action initiatives.
• Audit calls and tickets for quality, accuracy, and adherence to service standards.
• Prepare and deliver reporting on key support metrics including call volume, SLA performance, and client satisfaction.
• Work closely with the Product team to stay informed of upcoming features and software updates.
• Recommend process improvements and operational enhancements to optimize efficiency and service delivery.
• Provide leadership during rare after-hours or weekend system crises as part of rotational on-call support.

Job Qualifications Include :

Salary : $140K + bonus

The description above is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, and qualifications required.

While PCG appreciates all applicants, only those qualified will be contacted. Thank you for your application. We look forward to hearing from you!

If you believe you are a great candidate for this position, and the salary listed does not meet your expectations, we would still love to speak to you! PCG, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. PCG and our clients may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. This role may also be eligible for additional compensation including incentive pay, discretionary bonuses, and a comprehensive benefits package, details of which will be provided during the hiring process.

Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, marital or veteran status, disability, genetic information, or any other protected status under applicable law.

We will provide reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation during the application or hiring process, please contact

For positions subject to “Fair Chance” laws (including but not limited to California, Colorado, New York City, Los Angeles, and other jurisdictions), PCG will consider qualified applicants with arrest and conviction records in a manner consistent with applicable law.

Please refer to our website : www.pyramidcg.com for access to our Right to Work and E-Verify.