Tier 1 Technical Support Manager
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, balancingpeopledevelopment, process improvement, and hands-on technical support to ensure we are not just solving ticketsfaster butpreventing 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
Originally posted on Himalayas