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