GIS Production and Support Manager (Information Technology)
Sidwell is recruiting for a remote-based position of GIS Production and Support Manager. If you have a solid background in building and leading high performing service delivery teams plus a passion for excellent customer service let's have a conversation.
This critical position will provide leadership and assistance to our GIS Production team, ensure the timely and profitable completion of projects as well as leading our customer support team. A successful candidate should be comfortable managing multiple teams while adhering to deadlines and monthly revenue targets.
This role will be customer focused, results-driven and can manage small teams to deliver services revenue. Sidwell is committed to providing our customers with the most encompassing GIS solutions and support in the industry.
A deep understanding of Esri technology, solutions, and concepts is required along with an inquisitive and driven mindset to be the best.
Responsibilities:
- Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations.
- Drive attainment of professional service monthly/quarterly/annual revenue targets by coaching, developing, and managing PS staff.
- Drive attainment of customer support KPIs by coaching, developing and managing support staff.
- Working closely with peers across the organization to stay current on Esri technology and trends
- Resource scheduling to ensure project coverage
- Meet monthly revenue goals and work with upper management on performance to forecast.
- Analyze current production and support processes and develop improved methodologies.
- Assist Sales with scoping, sizing and estimating efforts for opportunities
- Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
- Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of under-performing staff, and development of growth plans to include annual score car
You're a good fit for this role if you have:
- Prior management experience leading people in a services-based organization
- Professional experience in GIS required
- Experience with and knowledge of cadastral and land records processes
- Knowledge of local government operations desired
- Financial forecasting desired
- Project Management desired
- Successful track record of managing remote employees, desired
- Excellent written and verbal communication skills
- Excellent analytical and problem-solving skills
- Ability to work in a collaborative and professional environment which emphasizes teamwork.
- Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines.
