GIS Production and Support Manager

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.