The Technical Support Operations Project Manager is responsible for guiding and coordinating the execution of Tier 1 Team Leads across shifts, regions, and support queues. This role provides structure, direction, and follow-up to ensure daily operations are managed consistently, with clear alignment on process discipline, quality expectations, training needs, and escalation handling.

This role also acts as the operational bridge between Tier 1, Support Management, QA, Training, Tier 2/Tier 3, Product, Engineering, Workforce, and other business areas. By removing roadblocks, coordinating escalations, and ensuring proper follow-through, the Support Operations Lead helps improve operational control, reduce resolution delays, and strengthen Tier 1’s ability to handle cases effectively and consistently.

Key Responsibilities.