Manager - Technical Support

Granicus•Remote,

3d•$64,000 - $72,000•Remote

About The Position

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. We run a 24/7/365 operation and you will be responsible for ensuring staffing across phone, chat, portal and email channels across our worldwide locations. As an experienced team builder, you will be tasked with partnering with our product, engineering and implementation teams to solve customer problems and champion a world-class customer experience. You will also be interfacing with clients regularly, by dealing with customer escalations quickly and efficiently and gathering input on their support experience to help address any concerns or challenges they might have and driving positive change to alleviate those concerns. You will be expected to initiate and drive strategic initiatives within your own team and champion them across the wider Technical Support worldwide team, therefore your skills and experience with driving positive transformational change and efficiencies is a key aspect of this role. You will also be responsible for tracking top trending customer issues, reporting on trends and presenting findings to senior and executive leaders and making recommendations to further enhance our overall customer experience.

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

Nice To Haves

Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable.

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.