Technical Support Shift Manager

Overview

The Technical Support Shift Manager is responsible for the daily leadership and operational performance of the Technical Support team during their assigned shift. This role ensures proper staffing, queue coverage, service levels, employee productivity, and consistent customer experience. 

The Shift Manager serves as the primary leadership presence during the assigned shift, providing coaching, managing escalations, monitoring performance, and making real-time operational decisions. This position works closely with the Technical Support Manager and cross-functional teams to maintain consistent processes, improve performance, and achieve departmental goals.

Reports To:             Technical Support Manager

Department:            Technical Support

Job Status:              Exempt

Responsibilities:

• Provide direct leadership and operational oversight for Tier 1 and Tier 2 Technical Support employees during the assigned shift.

• Take ownership of shift performance, including staffing, queue coverage, service levels, productivity, customer experience, and escalations.

• Monitor real-time staffing, schedules, attendance, breaks, lunches, and queue availability to ensure appropriate customer coverage.

• Make staffing adjustments based on call volume, ticket volume, outages, service levels, and other operational needs.

• Conduct regular coaching and one-on-one meetings focused on technical knowledge, customer experience, productivity, quality, and employee development.

• Conduct employee performance reviews and provide clear feedback, development plans, and performance expectations.

• Review and approve employee timecards and ensure compliance with company policies.

• Monitor inbound calls, chats, emails, tickets, and other customer contact channels to maintain efficient workload distribution and response times.

• Coordinate Technical Support response during outages, high-volume periods, and other service-impacting events.

• Escalate significant operational or customer-impacting issues to the Technical Support Manager, Network Operations Center, Service & Repair, Care, and other appropriate teams.

• Maintain effective shift-to-shift communication regarding outages, staffing concerns, escalations, and outstanding issues.

• Ensure department and employee performance metrics are achieved, including:

• Service Level Agreement (SLA) performance

• Transactional Net Promoter Score (tNPS)

• Agent productivity and efficiency

• Schedule adherence and queue availability

• Response and resolution times

• Customer satisfaction and quality performance

• Attendance and punctuality

• Utilize Workforce Management tools and operational reporting to ensure schedule adherence.

• Identify performance trends, operational gaps, and opportunities to improve processes, workflows, documentation, and customer experience.

• Reinforce department policies, procedures, and standard operating procedures to ensure consistent execution across shifts.

• Partner with the Technical Support Manager on employee training, professional development, and continuous improvement initiatives.

• Collaborate with Network Operations, Service & Repair, Customer Care, Sales, Dispatch, and other departments to resolve customer-impacting issues.

• Assist with recruiting, interviewing, onboarding, and training new Technical Support employees.

• Foster a team environment centered on accountability, teamwork, technical development, customer service, and continuous improvement.

• Provide evening, weekend, holiday, or after-hours leadership support when business needs are required.

• Perform other duties and projects as assigned.

Qualifications

• Minimum 3+ years of call center leadership experience in a Supervisor, Shift Manager, or similar leadership role.

• Previous experience working within a technical support environment is preferred, preferably within an Internet Service Provider, telecommunications, technology, or related industry.

• Demonstrated experience managing staffing, queue performance, service levels, employee productivity, customer escalations, and overall call center operations.

• Strong understanding of technical support operations, troubleshooting methodologies, networking concepts, internet technologies, and Wi-Fi.

• Proven ability to coach employees, manage performance, provide feedback, and hold team members accountable to established expectations.

• Strong understanding of call center KPIs, including SLA performance, schedule adherence, productivity, response times, customer satisfaction, and quality.

• Experience with Workforce Management tools, CRM platforms, ticketing systems, contact center platforms, and operational reporting.

• Strong leadership, communication, customer service, analytical, and problem-solving skills.

• Ability to make sound decisions independently and manage multiple priorities in a fast-paced environment.

• Ability to maintain professionalism and sound judgment during outages, customer escalations, staffing challenges, and other high-pressure situations.

• Flexible schedule with the ability to support evening, weekend, holiday, or after-hours operations when needed.