About the role

Senior Manager driving operational excellence in technical support for Granicus. Overseeing global support delivery and fostering high-performing teams within a remote environment.

Responsibilities

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

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

Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
Special guests brought in to discuss issues that impact our employee population