Overview

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.

Responsibilities Coordinate daily Tier 1 operational execution across Team Leads, shifts, regions, and support queues. Provide guidance and follow-up to Team Leads to ensure consistent execution of daily routines and priorities. Monitor queue health, backlog, aging cases, handoffs, and operational risks across Tier 1. Partner with Team Leads to ensure cases have clear ownership, next actions, and proper follow-through. Reinforce process discipline, case handling standards, documentation quality, and escalation readiness. Coordinate escalations with Tier 2/Tier 3, Product, Engineering, Workforce, QA, Training, and other support areas. Remove operational roadblocks by ensuring issues are assigned to the right owners and tracked until resolution. Identify recurring process gaps, case flow issues,



and operational blockers impacting Tier 1 performance. Partner with QA to ensure quality findings are translated into Team Lead follow-up and agent coaching actions. Partner with Training to identify knowledge gaps, refresher needs, and process reinforcement opportunities. Consolidate operational updates from Team Leads and provide clear visibility to Support Management. Support continuous improvement initiatives that strengthen Tier 1 consistency, accountability, and readiness for future automation. Demonstrated project management experience with a minimum of 5 years. Proficiency in English with strong written and verbal communication skills, with the ability to communicate effectively at all levels. Demonstrated expertise in project management, including planning, execution, and delivery of key initiatives. Experience working with Artificial Intelligence technologies and applications. Strong reporting and analytical skills, with the ability to produce clear, accurate, and actionable insights. Experience in support operations, technical support operations, service desk, or customer operations. Strong knowledge of Tier 1 support operations, including queue management, backlog control, case flow, shift handoffs, escalation routing,



and operational risk tracking. Ability to coordinate Team Leads across shifts, regions, and support queues to ensure consistent execution of daily priorities and follow-ups. Experience partnering with Tier 2/Tier 3, QA, Training, Workforce, Product, Engineering, and Support Management to remove roadblocks and improve case resolution flow. Strong analytical skills to review support performance data, identify trends, detect execution gaps, and convert findings into clear operational actions. Advanced working knowledge of Power BI and strong Excel skills for dashboards, reporting, trackers, operational summaries, and performance follow-up. Experience with project management or work tracking tools such as , Jira, Microsoft Planner, or similar platforms. Ability to maintain action logs, escalation trackers, backlog reviews, operational reports, and leadership updates. Knowledge of support quality practices, including ticket review, documentation standards, process adherence, escalation readiness, and coaching follow-up. Understanding of ITIL practices preferred, especially Incident Management, Service Request Management, Knowledge Management, and Continual Improvement. Basic understanding of AI and automation in support operations, including virtual agents, knowledge automation, case routing, and reporting automation. Strong communication, organization, follow-up, and cross-functional coordination skills in a general support environment. Desirable Experience with GPS products and mobile devices advantageous. #J-18808-Ljbffr

📌 Technical support operation project manager (Monterrey)
🏢 Vontier
📍 Monterrey