Tier 1 Technical Support Manager
Level Data LLC•Boston, MA
•$70,000 - $75,000
About The Position
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, balancing people development, process improvement, and hands-on technical support to ensure we are not just solving tickets faster but preventing them from occurring in the first place.
Requirements
- Focus on target outcomes while having autonomy in determining how the team reaches those outcomes
- Make staffing decisions and adjustments in consultation with the Director of Support
- Lead through coaching and accountability rather than authority
- Own both the team’s success and the continuous improvement of support operations
Responsibilities
- 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 to optimize team composition and performance (in consultation with leadership)
- Oversee day-to-day and week-to-week helpdesk operations
- Run and coordinate regular team touchpoints (e.g., L10 meetings) to maintain alignment and address team needs
- Serve as escalation path for complex, stalled, or unusual tickets, providing timely resolution support
- Actively work tickets alongside the team, maintaining hands-on technical capabilities and leading by example
- Monitor workload distribution and adjust assignments to maintain efficiency and prevent team burnout
- 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 to identify improvement opportunities
- Track progress against SLA targets and develop action plans to address gaps
- Analyze per-agent performance metrics to identify coaching opportunities and celebrate successes
- Think on the business; rather than in the business; to identify systemic improvement opportunities
- Recommend and implement process improvements to increase ticket close rates and overall team efficiency
- Partner with Product and Engineering teams to identify potential 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
