Technical Support Manager

🕒 3 days ago

🇺🇸 United States – Remote

💵 64k - 72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• 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

• Flexible Time Off – Take the time you need to rest, recharge, and live your life. • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. • Work From Home Reimbursement – Support a productive home office environment. • Multiple Health Plan Options – Including a 100% employer-paid plan. • Employer HSA Contributions – When enrolled in a High-Deductible Health Plan. • Fitness Reimbursement Program – Stay active, your way. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Paid Parental Leave – For both birthing and non-birthing parents. • Traditional & Roth 401(k) – With a generous company match. • Life & AD&D Insurance – 100% employer-paid coverage for peace of mind. • Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.