Tier 1 Technical Support Manager

Role Summary

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, balancingpeopledevelopment, process improvement, and hands-on technical support to ensure we are not just solving ticketsfaster butpreventing them from occurring in the first place.

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