[Hiring] Technical Support Manager @Granicus India

Role Description

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:

• Recruiting, coaching, performance management, and service delivery.
• Ensuring staffing across phone, chat, portal, and email channels across worldwide locations.
• Partnering with product, engineering, and implementation teams to solve customer problems.
• Interfacing with clients regularly to handle customer escalations and gather input on their support experience.
• Driving strategic initiatives within your team and across the wider Technical Support team.
• Tracking top trending customer issues and reporting findings to senior and executive leaders.

Qualifications

• 5+ years direct leadership experience 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.
• Ability to address issues with staff using empathy, humility, and tact.
• Strong recruitment selection skills and willingness to assist other managers in hiring processes.
• Direct experience with HR processes such as grievance, PIP, and dismissals.
• Strong history of working cross-functionally to identify opportunities for improvement.
• Excellent verbal and written communication skills, both internally and client-facing.
• Experience de-escalating clients or situations.
• 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.
• Familiarity with Agile development methodology.
• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIA A+ desirable.

Requirements

• Be responsible for recruiting, hiring, and training technical support teams.
• Establish and set work schedules for a vertical suite of products.
• Coach team members and foster a culture of inclusion and commitment to growth.
• Conduct performance reviews and drive incentive plans.
• Devise and document strategic improvement plans.
• Provide time-critical updates via status page and support portal.
• Drive delivery against KPIs such as time to respond, time to resolve, and customer satisfaction.
• Lead by example in handling escalations with clients.
• Assist cross-functional teams to integrate new company acquisitions.
• Identify reporting needs and work with the Business Systems Team.
• Arrange timely updates to internal and external documentation.
• Serve as on-call Client Communications Manager during critical incidents.
• Collaborate with technical teams for timely communication of updates.

Benefits

• Remote-first company with a globally distributed workforce.
• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions for interaction with the CEO.
• Microsoft Teams communities focused on wellness, art, family, and more.
• Special guest discussions on issues impacting the employee population.