Senior Manager, Technical Support

Summary

Join Granicus as a Technical Support Senior Manager and lead a global team responsible for all aspects of technical support delivery. You will oversee recruiting, training, performance management, and service delivery across multiple channels (phone, chat, portal, email). This strategic role requires collaboration with various stakeholders, including product, engineering, and implementation teams, to ensure a world-class customer experience. You will also handle high-level escalations, track customer issues, and present findings to executive leaders. The ideal candidate possesses extensive leadership experience in a client-facing technical support environment and a proven ability to drive transformational change and efficiencies. This role involves 24/7 on-call responsibilities.

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 superlative technical support teams across our worldwide locations
• Be responsible for Technical Support delivery for one or more vertical suites of products and ensure coverage is met in accordance with contractual obligations
• Ensure your team fosters a culture of inclusion and commitment to personal and professional growth
• Direct your team with performance reviews and drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• 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 senior responsibility for escalations with clients and accounts and assist your team to effectively de-escalate situations and commit to delivering successful resolutions
• Help drive changes initiated by 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 backup during critical incidents/service disruptions (rotates)
• Collaborate with senior stakeholders in other technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner with minimal customer impact
• 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 work, flexible hours