Senior Manager - Technical Support

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Job Title: Senior Technical Support Manager (Sr. Manager)

Summary 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.

Essential Functions

Knowledge/Skills/Abilities:

• 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

Experience/Credentials

• 5+ years of direct leadership experience in a client-facing technical support role, ideally within a SaaS or technical environment
• Technical experience across one or more of the following: networking, system troubleshooting, streaming/video infrastructure, database administration, front-end and or back-end development
• Proficiency with backend systems (Salesforce Service Cloud, Jira)
• Experience with reporting tools (Salesforce, Power BI)
• Proven ability to lead calmly and effectively in high-pressure environments
• Excellent communication, 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
• Experience managing escalations and resolving client concerns
• 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)

Security Requirement:

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.

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. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• 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.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – 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.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.