Tier 1 Support Lead

Patmos Hosting is seeking a customer-focused, technically strong Tier 1 Support Lead to lead the daily operations, performance, and development of our frontline Support Specialists team. Today, Patmos supports services including colocation, dedicated servers, networking, hosting, domains, and related technology solutions. As we continue to grow, the services and technologies supported by this team will continue to expand.

The Tier 1 Support Lead is responsible for ensuring a consistent, responsive, and high-quality customer support experience while maintaining operational readiness across the Tier 1 Support organization. This role provides daily leadership for Support Specialists, coordinates priorities and workload, monitors queue health and service performance, coaches team members, and serves as the first point of leadership escalation for customer-facing support issues.

This is a hands-on leadership role. The Tier 1 Support Lead is expected to remain close to the work, support customers when needed, guide the team through complex situations, and help build the processes, documentation, and operating practices required for Support to scale.

Success in this role requires strong technical judgment, excellent communication skills, a service-oriented mindset, and a passion for developing people. The ideal candidate enjoys solving problems, leading through ambiguity, building high-performing teams, and continuously improving the customer experience.

Responsibilities

Customer Experience Leadership

● Own the quality and consistency of customer interactions delivered by the Support Specialists team.

● Ensure customer communications are professional, accurate, timely, and aligned with established service expectations.

● Monitor customer experience trends, ticket quality, and service delivery performance.

● Serve as an escalation point for customer concerns requiring leadership involvement.

● Advocate for customer needs while balancing operational priorities and business objectives.

● Identify opportunities to reduce customer effort and improve the overall support experience.

● Provide daily leadership, prioritization, and workload coordination for the Support Specialists team.

● Coach and develop team members through regular feedback, performance discussions, and development planning.

● Support hiring, onboarding, and training efforts.

● Identify skill gaps and create opportunities for continued technical and professional growth.

● Foster a culture of accountability, continuous learning, ownership, and service excellence.

● Help develop Support Specialists into future Tier 2 technical talent and future leaders.

Operational Ownership

● Maintain awareness of queue health, staffing levels, service performance, and operational risks.

● Coordinate workload distribution and support priorities.

● Monitor operational metrics and identify trends requiring corrective action or process improvement.

● Ensure operational continuity during staffing challenges, periods of increased demand, customer-impacting events, or other service disruptions.

● Lead shift handoffs and operational communications.

● Ensure the Tier 1 Support team remains prepared, staffed, and equipped to deliver consistent service.

● Serve as the primary leadership escalation point for Tier 1 operational issues.

● Coordinate customer communication during incidents and customer-impacting events.

● Escalate complex technical issues appropriately to Tier 2 Support, Infrastructure, and other technical teams.

● Maintain ownership and visibility throughout escalated issues to ensure continuity of customer communication.

● Participate in post-incident reviews and continuous improvement efforts.

Process Improvement & Knowledge Management

● Maintain and improve SOPs, runbooks, knowledge articles, and operational documentation.

● Partner with Tier 2 Support and other technical teams to improve workflows and support processes.

● Identify recurring issues suitable for documentation, automation, or training.

● Help transform tribal knowledge into repeatable and scalable processes.

● Drive continuous improvement across the Tier 1 Support organization.

What Success Looks Like

You will lead a…