Manager - Technical Support
14 hours ago
Description
• Granicus builds digital solutions for government. • Responsible for team leadership in Technical Support. • Partner with cross-functional teams to solve customer problems. • Handle escalations and drive positive change. • Track customer issues and report to leadership.
Requirements
• 5+ years direct leadership experience in a client facing/technical support environment • Ability to maintain a calm demeanor in a fast-moving environment • Strong time management skills and prioritization • Empathy, humility, and tact in addressing staff issues • Strong recruitment selection skills • Direct experience of HR processes such as grievances and PIPs • History of working cross-functionally for improvements • Excellent verbal and written communication skills • Experience de-escalating clients and providing actionable paths • Experience with back-end systems like Salesforce, Jira, etc. • Experience creating/editing reports with Salesforce, PowerBI • Experience with multi-channel contact centers • Familiarity with Agile development methodology • ITIL Foundation, Microsoft Certification, AWS Certification desirable.
Benefits
• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – employees interact with our CEO on important issues • Microsoft Teams communities focused on wellness, art, family, and more. • Special guests to discuss impactful issues
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