Overview
Schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Career Development
Job Description
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.
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FAQs About Technical Support Shift Manager Jobs at Surf Internet
What is the work location for this position at Surf Internet?
This job at Surf Internet is located in La Porte, IN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Surf Internet?
Employer has not shared pay details for this role.
What employment applies to this position at Surf Internet?
Surf Internet lists this role as a Full-time position.
What experience level is required for this role at Surf Internet?
Surf Internet is looking for a candidate with "Director" experience level.
What benefits are offered by Surf Internet for this role?
Surf Internet offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Surf Internet?
You can apply for this role at Surf Internet either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.