Manager, Technical Support

ABOUT THE ROLE 

The Manager of Technical Support is first and foremost a people leader. You will lead, coach, and inspire a team of technical support professionals to deliver effortless experiences for our customers. At Accela, that means making it easy to get help, solving issues quickly, and preventing future problems. This role reports to the Senior Director of Technical Support and combines leadership excellence with operational rigor to ensure support is responsive, proactive, and continuously improving.

SPECIFIC RESPONSIBILITIES 

• Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee daily operations, including queue management, case assignment, service quality, and global coverage.
• Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation t