Surveillance Support Operations Manager

Y-Axis; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Stallion Infrastructure Services is seeking a Product Line Support Manager to lead the Surveillance Support organization across Tier I–III. You will drive performance metrics, manage escalations, and partner with Product, Operations, Engineering, Sales, and Field Services to ensure scalable, high‑quality support.

The role emphasizes personnel leadership, process optimization, and customer‑facing service excellence to sustain uptime, SLA compliance, and continuous improvement across surveillance

Qualifications

• Minimum 3–5 years of experience in technical support, service delivery, NOC operations, or support management roles.
• Minimum 2 years of personnel leadership or team management experience.
• Experience managing operational KPIs, support workflows, and customer‑facing service organizations.
• Experience working with surveillance systems, networking, LTE connectivity, or infrastructure technology solutions preferred.

Responsibilities

• Lead, manage, coach, and develop Tier I, II, and III support personnel.
• Drive team accountability for KPIs, SLAs, ticket response times, resolution times.
• Monitor support ticket queues, escalations, and workflows for timely issue resolution.
• Develop and enforce support processes, escalation procedures, SOPs, and standards.
• Manage workforce scheduling, after‑hours coverage, holiday support rotations, and resource allocation.

Skills

Leadership

Communication

Organization

Problem solving

Microsoft Office

Education

Bachelor's degree in IT/Business/Operations

High school diploma

Tools

Ticketing systems

Excel

PowerPoint

Teams

Job description

Stallion Infrastructure Services is seeking a Product Line Support Manager to lead the Surveillance Support organization across Tier I–III. You will drive performance metrics, manage escalations, and partner with Product, Operations, Engineering, Sales, and Field Services to ensure scalable, high‑quality support.

The role emphasizes personnel leadership, process optimization, and customer‑facing service excellence to sustain uptime, SLA compliance, and continuous improvement across surveillance