Technical Support Shift Manager

Surf Internet is hiring a Technical Support Shift Manager for an onsite role in La Porte, IN. This exempt leadership position provides daily oversight of the Technical Support team during your assigned shift, helping ensure staffing coverage, smooth queue performance, and a consistent customer experience. If you have call center leadership experience and a strong technical support background, this role combines real-time operational decision-making with coaching, performance management, and cross-team collaboration.

What you’ll do

• Lead and provide operational oversight for Tier 1 and Tier 2 Technical Support employees during the assigned shift.
• Own shift performance across staffing, queue coverage, service levels, productivity, customer experience, and escalations.
• Monitor real-time coverage by tracking schedules, attendance, breaks, lunches, and queue availability to maintain the right level of customer support.
• Adjust staffing based on drivers such as call volume, ticket volume, outages, and other service needs.
• Conduct regular coaching and one-on-one meetings focused on technical knowledge, customer experience, productivity, quality, and employee development.
• Complete performance reviews and provide feedback, development plans, and clear performance expectations.
• Review and approve employee timecards while ensuring compliance with company policies.
• Oversee inbound contact volume across calls, chats, emails, tickets, and other channels to keep response times efficient.
• 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 relevant teams.
• Maintain shift-to-shift communication about outages, staffing concerns, escalations, and open issues.
• Use operational reporting and Workforce Management tools to support schedule adherence and queue availability.
• Support continuous improvement by identifying performance trends, operational gaps, and opportunities to enhance processes, workflows, and documentation.
• Reinforce department policies, procedures, and standard operating procedures for consistent execution.
• Partner with the Technical Support Manager on training, professional development, and continuous improvement efforts.
• Collaborate with Network Operations, Service & Repair, Customer Care, Sales, Dispatch, and other teams to resolve customer-impacting issues.
• Assist with recruiting, interviewing, onboarding, and training new Technical Support employees.
• Provide evening, weekend, holiday, or after-hours leadership support when business needs require.
• Perform other duties and projects as assigned.

KPIs you’ll help drive

• 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

Requirements

• 3+ years of call center leadership experience in a Supervisor, Shift Manager, or similar leadership role.
• Technical support experience preferred, ideally in an Internet Service Provider, telecommunications, technology, or related industry.
• 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.
• 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 independent decisions and manage multiple priorities in a fast-paced environment.
• Ability to maintain professionalism and sound judgment during outages, customer escalations, staffing challenges, and high-pressure situations.
• Flexible schedule, with ability to support evening, weekend, holiday, or after-hours operations when needed.

Tools you’ll work with

Workforce Management tools, CRM platforms, ticketing systems, contact center platforms.

Reports to: Technical Support Manager

Department: Technical Support

Job status: Exempt

Salary: USD 60,000 - 70,000 per year