Manager - Technical Support

About the role

The Technical Support Manager is a senior position within the Granicus Technical Support organization. As a functional leader you will be responsible for all aspects of team leadership within the Technical Support Team: from recruiting, coaching, performance management and service delivery.

Responsibilities

• Recruit, hire and train technical support teams across our worldwide locations
• Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
• Coach team members and foster a culture of inclusion and commitment to personal and professional growth
• Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate
• Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases
• Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
• Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution
• Absorb responsibility for integrating new company acquisitions into standard support processes
• Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
• Arrange your team to provide timely updates to internal and external documentation, including processes and training resources
• Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates)
• Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner

Requirements

• 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
• Ability to maintain a calm demeanor in a fast-moving environment
• Strong time management skills and ability to effectively prioritize tasks in line with business requirements
• Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews
• Direct experience of HR processes such as grievance, PIP and dismissals
• Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes
• Excellent verbal and written communication skills, both internally and client facing
• Experience de-escalating clients or situations, providing clear and actionable paths to overcome disagreements or issues
• Experience with back-end systems such as Salesforce Service Cloud, Jira etc.
• Experience creating/editing reports using tools such as Salesforce, PowerBI etc.
• Experience with multi-channel contact centers, such as chat, phone, email, portal, etc.
• Familiarity with Agile development methodology
• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable

Qualifications

At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Skills

• Technical Support Management
• Team Leadership
• Customer Service
• Strategic Planning
• Performance Management
• Communication Skills
• HR Processes
• Multi-Channel Contact Centers
• Agile Development Methodology

Benefits

• Flexible Time Off
• Company-Wide Wellbeing Days
• Work From Home Reimbursement
• Health & Wellness
• Online Learning Platforms
• Competitive Salary & Bonuses

Pay

USD $64,000.00 - USD $72,000.00 /Yr.

Schedule

24/7/365 operation

Benefits

• Employee Resource Groups
• Coffee with Mark Sessions
• Microsoft Teams Communities
• On-Demand Mental Health Support
• Parental Leave
• 401(k) Plans
• Life & AD&D Insurance