Tier 1 Technical Support Manager

Lead and mentor Tier 1 support team members through coaching and accountability practices while actively resolving complex, stalled tickets alongside the group. Oversee day-to-day helpdesk operations, monitor workload distribution, and adjust assignments to maintain efficiency and prevent burnout. Drive professional development, interpret key metrics like response time and NPS, and develop action plans to address SLA gaps. Partner with Product and Engineering teams to identify systemic improvement opportunities and reduce ticket volume proactively. Make informed staffing decisions and recommend adjustments to optimize team composition.