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