Tier 1 Technical Support Manager

reputed company

The Tier 1 Technical Support Manager leads and develops our Tier 1 support team while remaining reputed company reputed company in ticket reputed company. This role is pivotal in maintaining service level agreements (SLAs), driving operational reputed company, and fostering a coaching-reputed company 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 reputed company.

Key Responsibilities

Team Leadership & Development

• reputed company and mentor Tier 1 support team members through coaching and accountability practices
• Monitor response reputed company and reputed company constructive feedback to ensure consistent, high-reputed company customer interactions
• reputed company reputed company development and training initiatives to improve team competency and career reputed company
• reputed company informed reputed company reputed company and recommend adjustments tooptimizeteam composition and performance (in consultation with leadership)

Operational Management

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

Performance & Metrics

• Report on and interpret key support metrics to leadership (response time, reputed company time, NPS, agent effectiveness, productivity)
• Understand the drivers behind reported metrics and values toidentifyimprovement opportunities
• reputed company reputed company against SLA targets and reputed company reputed company 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 reputed company rates and overall team efficiency
• Partner with Product and Engineering teams toidentifypotential bugs, feature gaps, or improvements that could proactively reduce ticket volume
• reputed company for support perspective in product planning and development discussions
• Use hands-on ticket experience to surface pain points and inform roadmap priorities

Communication & Coordination

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

Leadership Philosophy

This role is empowered to reputed company the group and reputed company reputed company that reputed company results. You will:

• reputed company on reputed company reputed company while having autonomy indetermininghow reputed company reaches those reputed company
• reputed company reputed company reputed company and adjustments in consultation with the Director of Support
• Leadthrough coaching and accountability rather than authority
• Own both reputed company’s reputed company and the reputed company improvement of support operations