Technical Support Manager
Granicus
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Be responsible for recruiting, hiring and training 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
- Assist the cross functional team to integrate 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
- Ability to address issues with staff using empathy, humility and tact
- 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.
Benefits
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportrecruitmentperformance managementstrategic improvement planningreportingde-escalationHR processestime managementmulti-channel contact centersAgile methodology
Soft Skills
leadershipcommunicationempathyhumilitytactprioritizationcollaborationcoachingproblem-solvinginclusion
Certifications
ITIL FoundationMicrosoft CertificationAWS CertificationCompTIA A+