Remote Manager, Technical Support

Summary

Join Granicus as a Technical Support Manager, a senior leadership role overseeing a global 24/7 team. You will be responsible for all aspects of team leadership, from recruiting and training to performance management and service delivery. This position requires strong leadership, communication, and technical skills, along with experience in a client-facing technical support environment. You will work cross-functionally to improve customer experience, drive strategic initiatives, and report on key performance indicators. Granicus offers a remote-first work environment and a commitment to building a diverse and inclusive team.

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

Responsibilities

• 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
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Preferred Qualifications

• Familiarity with Agile development methodology
• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable

Benefits

• Remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand
• Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more