OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

JOB SUMMARY:

The Manager I, Technical Support will provide direct supervision and guidance to a team of technical support professionals, ensuring efficient and effective resolution of customer issues. The Manager I, Technical Support will be part of a leadership team in the Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation in alignment with the OpenGov mission of “Powering more effective and accountable government.”
This role focuses on maintaining operational efficiency, meeting established service level agreements (SLAs), and fostering a collaborative team environment. The Manager I, Technical Support will work on issues requiring analysis of data and situations that require solid judgment, balancing multiple tasks and priorities.

REQUIREMENTS AND PREFERRED EXPERIENCE

• Bachelor’s degree or equivalent experience preferred.
• 2+ years of experience in a technical support role
• Solid understanding of technical support best practices and tools.
• Proven technical acumen in troubleshooting complex software issues and problem-solving required
• Proficiency with a Service Management System (Salesforce Service Cloud, ZenDesk, Service Now, etc.) required
• Aptitude for mastering new software applications and tools required
• Ability to analyze data and identify trends.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with knowledge management systems is a plus.
• Experience with JIRA and Kanban boards is a plus.
• Experience with ITIL best practices is a plus.
• Experience with incident Management, Problem Management, Change Management, and Release Management
• Excellent organizational, time-management, and prioritization skills required
• Ability to train and mentor team members.
• Ability to collaborate and thrive within a team environment required
• Ability to handle multiple competing priorities required
• Ability to lead and influence at all levels required
• Ability to handle high-pressure situations and de-escalate sensitive customer situations required
• Experience working with government (state or local) customers preferred
  $78k - $80k
  On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.
  The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

• Work in office in our Center of Excellence
• Utilize new tools (such as AI) to support our customers effectively at scale.
• Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures.
• Manage 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, providing 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. Look for the “why” behind the stats to recommend adjustments where needed.
• 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, providing coaching and feedback to enhance their technical and customer service skills. This includes technical and product training for the team and regular performance management.
• Foster a collaborative team environment, ensuring team objectives are met.
• Conduct presentations of technical information concerning specific projects or programs to team members and peers.
• Works on issues requiring the analysis of data and situations that require solid judgment.
• Meets targets typically against a monthly plan.
• Gains 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, ensuring scalability and efficiency.
• Develop structured mentorship and career development opportunities for team members, fostering a pipeline of future technical leaders.
• Has a working knowledge of the product functionality of all suites under their purview and can fill in for team members when they are out.