Manager - Technical Support
$64,000–$64,000 year
RemoteUnited Kingdom or United States
Job Summary
Lead the Technical Support Team by recruiting, coaching, and managing performance across worldwide locations while ensuring 24/7/365 staffing for phone, chat, portal, and email channels. Drive strategic initiatives to improve customer experience, track trending issues, and present findings to executive leadership. Manage client escalations, de-escalate critical situations, and communicate maintenance updates via the status page and portal. Establish work schedules, coach team members, and execute improvement plans to meet KPIs for response time, resolution time, and satisfaction. Serve as the on-call Client Communications Manager during service disruptions.
Required Qualifications
- 5+ years direct leadership experience working in a client facing/technical support 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
- 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
Desired Qualifications
- Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable
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