Manager I, Technical Support

Salary: $76K - $90K Location Type: OnSite Employment Type: FullTime

Position Overview

OpenGov is seeking a Manager I, Technical Support to provide direct supervision and guidance to a team of technical support professionals. This role is crucial for ensuring efficient and effective resolution of customer issues and contributes to OpenGov's mission of "Powering more effective and accountable government." The Manager I, Technical Support will be part of the leadership team in the Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation. This position focuses on maintaining operational efficiency, meeting established service level agreements (SLAs), and nurturing a collaborative team environment. The role involves analyzing data, making sound judgments, and balancing multiple tasks and priorities.

Responsibilities

• Work in the office at our Center of Excellence.
• Utilize new tools, including AI, to effectively support customers at scale.
• Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures.
• Manage the day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email.
• Act as a guide to the team, offering technical guidance and support, and stepping in to resolve complex issues as needed.
• Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence. Analyze the root causes behind performance metrics to recommend adjustments.
• Utilize the service management system (e.g., Salesforce Service Cloud) for case management, ensuring accurate and timely updates.
• Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives.
• Analyze data and situations to identify trends and areas for improvement in support processes.
• Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities.
• Influence team strategies and operational improvements, contributing to the development and performance of team members.
• Mentor and develop team members by providing coaching and feedback to enhance their technical and customer service skills. This includes providing technical and product training and conducting regular performance management.
• Foster a collaborative team environment to ensure team objectives are met.
• Conduct presentations of technical information concerning specific projects or programs to team members and peers.
• Work on issues requiring data analysis and situations that necessitate solid judgment.
• Meet targets typically against a monthly plan.
• Gain the cooperation of others.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to escalate and resolve complex technical issues, ensuring a seamless customer experience.
• Drive initiatives to enhance self-service support, automation, and knowledge sharing for scalability and efficiency.
• Develop structured mentorship and career development opportunities for team members, fostering a pipeline of future technical leaders.
• Possess a working knowledge of the product functionality of all suites under their purview and be able to fill in for team members when they are absent.

Requirements and Preferred Experience

• Bachelor’s degree or equivalent.

Company Information

OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. The OpenGov platform is built exclusively for the unique needs of the public sector, covering asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management. OpenGov empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

Learn more or request a demo at opengov.com.