Technical Support Senior Manager

The Company  Serving the People Who Serve the People  Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.   Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.  Want to know more? See more of what we do here.

The Technical Support Specialist 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 Specialist – Tier 2 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. 

Job Duties

• Recruit, hire and train Technical Support Specialists (Tier 2) 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 and effectively manage both top 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 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 CX Operations 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

ESSENTIAL 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 processes such as grievance, PIP and dismissals
• Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes
• Strong 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.

Security and Privacy Requirements

• 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.