Overview

The Tier 1 Technical Support Manager leads and develops our Tier 1 support team while remaining actively engaged in ticket resolution. This role is pivotal in maintaining service level agreements (SLAs), driving operational excellence, and fostering a coaching-focused team culture. The manager serves as both a leader and individual contributor, balancing people development, process improvement, and hands-on technical support to ensure we are not just solving tickets faster but preventing them from occurring in the first place.

Key Responsibilities

Team Leadership & Development

Lead and mentor Tier 1 support team members through coaching and accountability practices
Monitor response quality and provide constructive feedback to ensure consistent, high-quality customer interactions
Drive professional development and training initiatives to improve team competency and career growth
Make informed staffing decisions and recommend adjustments tooptimizeteam composition and performance (in consultation with leadership)

Operational Management

Oversee day-to-day and week-to-week helpdesk operations
Run and coordinate regular team touchpoints (e.g., L10 meetings) tomaintainalignment and address team needs
Serve as escalation path for complex, stalled, or unusual tickets, providingtimelyresolution support
Activelywork ticketsalongside the team,maintaininghands-on technical capabilities and leading by example
Monitor workload distribution and adjust assignments tomaintainefficiency and prevent team burnout

Performance & Metrics

Report on and interpret key support metrics to leadership (response time, resolution time, NPS, agent effectiveness, productivity)
Understand the drivers behind reported metrics and values toidentifyimprovement opportunities
Track progress against SLA targets and develop action plans to address gaps

Analyze per-agent performance metrics toidentifycoaching opportunities and celebrate successes

Strategic & Process Improvement

Thinkonthe business; rather than in the business; toidentifysystemic improvement opportunities
Recommend and implement process improvements to increase ticket close rates and overall team efficiency
Partner with Product and Engineering teams toidentifypotential bugs, feature gaps, or improvements that could proactively reduce ticket volume
Advocate for support perspective in product planning and development discussions
Use hands-on ticket experience to surface pain points and inform roadmap priorities

Communication & Coordination

Keep the team informed of company changes that may affect support (e.g., new product features, increased connector volume, system updates)
Coordinate with leadership on plans for new service support and launch readiness
Share learnings and best practices across support teams
Report on support capacity and resource needs as business requirements evolve

Leadership Philosophy

This role is empowered to lead the group and make decisions that drive results. You will:

Focus on target outcomes while having autonomy indetermininghow the team reaches those outcomes
Make staffing decisions and adjustments in consultation with the Director of Support
Leadthrough coaching and accountability rather than authority
Own both the team’s success and the continuous improvement of support operations

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