Manager, Technical Support

Who we are

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

Culture

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values-Do What's Right, Lead with Grace, Win Together, and Own It-in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Essential Duties and Responsibilities:

• Manage and lead a mixture of Supervisors and Advanced Support Technicians by providing coaching, development, and performance/talent management.
• In partnership with VP of Field Services Operations, achieve service excellence and drive continuous improvement: maintain OKRs, KPIs, and identify interventions and propose solutions.
• Contribute towards department P&L accuracy and tracking, which includes forecasting (annual and quarterly basis).
• Collaborate with Product and Engineering to continuously increase technical support expertise within the Verra Command Center improving and maintaining knowledge base articles and support documentation, and partner to improve the reliability of photo enforcement systems.
• Champion change management and drive a customer-centric culture.
• Track data to measure defects and make recommendations for cost efficiencies and operational enhancements, including automation, recommending software and hardware upgrades and changes.
• Implement processes to facilitate in-depth analysis and reporting of technical issues, including root cause analysis leading to recommended remedial actions.
• Provide leadership to improve performance and engagement through assessment, planning, organizing, coordinating, monitoring and evaluating.
• Maintain knowledge of trends and developments in Technical Support technology and recommends enhancements to senior leadership.
• Identify, implement, and manage continuous improvement through the application of Six Sigma, Lean, or other similar methodologies in partnership with VP of Field Services Operations.
• Other duties as assigned.

Required Knowledge, Skills & Abilities:

• BS/BA degree required.
• 3+ years of experience in technical support, field services, or related field.
• 3+ years of effective people leadership, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment.
• Excellent negotiation and problem resolution skills.
• Excellent organizational and time management skills, ability to take initiative, use good judgment, demonstrate a strong sense of urgency and follow-up and carry multiple projects through to completion.
• Qualified candidates will possess statistical/analytical skills, exemplary problem-solving abilities and show initiative to get ahead of potential out-of-compliance processes.
• Proven track record of building and maintaining effective internal and external working relationships.
• Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodology.
• Excellent verbal/written communication and presentation skills, including a collaborative management style.

Preferred Knowledge, Skills & Abilities:

• MBA
• ITIL certification
• Lean Six Sigma Training and Certification (Green belt or Black belt)

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What's Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.