[Hiring] Senior Manager - Technical Support @Granicus India

Role Description

The Technical Support Senior Manager is an experienced leader responsible for driving operational excellence across a global, multi-channel support organization. This role oversees a 24/7/365 operation, ensuring effective staffing and service delivery across phone, chat, portal, and email channels. A strong background in technical support, team leadership, and performance management is essential, along with a proven ability to foster high-performing, customer-focused teams.

Success in this role requires a strategic mindset, strong cross-functional collaboration skills, and the ability to lead transformational initiatives aligned with company goals. The Senior Manager partners closely with product, engineering, and implementation teams to resolve complex issues, improve processes, and elevate the customer experience. Regular engagement with key clients and executive stakeholders, combined with the ability to analyze support trends, extract insights, and lead meaningful change, is essential to the success of the Senior Technical Support Manager.

Qualifications

• 5+ years of direct leadership experience in a client-facing technical support role
• Proven ability to lead calmly and effectively in high-pressure environments
• Strong time management and prioritization skills
• Skilled in empathetic and tactful staff management
• Experience with recruitment, resume review, and panel interviews
• Familiarity with HR processes including grievance, PIP, and dismissals
• Track record of cross-functional collaboration and change implementation
• Excellent verbal and written communication skills
• Experience managing escalations and resolving client concerns
• Proficiency with backend systems (Salesforce Service Cloud, Jira)
• Experience with reporting tools (Salesforce, Power BI)
• Knowledge of multi-channel support operations (chat, phone, email, portal)
• Familiarity with Agile development methodology
• Certifications such as ITIL Foundation, Microsoft, AWS, or CompTIA A+ preferred

Requirements

• Recruit, hire, and train high-performing technical support teams across global locations
• Oversee support delivery for one or more product suites, ensuring contractual coverage
• Foster a culture of inclusion, growth, and accountability within the team
• Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff
• Lead strategic improvement initiatives and collaborate across teams for broader rollout
• Manage time-critical communications for incidents, maintenance, and releases
• Drive performance against KPIs including response time, resolution time, and customer satisfaction
• Own senior-level client escalations and support the team in de-escalating complex situations
• Support integration of new acquisitions into standard support processes
• Identify reporting needs and partner with Business Systems to deliver accurate insights
• Ensure timely updates to internal and external documentation and training materials
• Serve as on-call Client Communications Manager during critical incidents (rotational)
• Collaborate with technical stakeholders to minimize customer impact during maintenance

Benefits

• Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams.
• We do not have degree requirements for most of our roles.
• If you don’t meet every requirement above but are excited to learn more, we encourage you to apply.