Director, Technical Support Manager

Summary

Join ServiceNow as a leader in technical support, leveraging your extensive experience to exceed KPIs and enhance customer satisfaction. Partner with regional leaders to implement strategies for improved customer experience and team growth. You will own high-impact customer escalations, provide regular business updates, and drive case management success. Manage major outages and communications, evaluate processes for improvement, and cultivate a collaborative team culture. This role requires significant experience in technical support and people management, along with strong analytical, communication, and leadership skills.

Requirements

• A minimum of 15+ years technical support and service management experience with a minimum of 10+ years in a people management role is required. Hands-on experience of managing managers leading multiple teams
• Experience managing enterprise support in a large and complex environment with web-based services and technologies
• Proven capability of having successfully delivered on support metrics and managing a support team
• Customer-first mindset and a positive “get it done” attitude are critical success factors for this role
• Demonstrated ability to provide exceptional internal and external customer care
• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
• Aptitude with reporting and analytics tools including Tableau and Excel is essential
• Ability to lead change by effectively building commitment and winning support for initiatives
• Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards
• Strong technical, strategic, analytical and problem-solving skills
• Excellent communication and presentation skills, both oral and written

Responsibilities

• Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams
• Own and bring to conclusion high-impact customer escalations by working with cross-teams
• Provide quarterly business updates to Senior Leadership
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
• Manage major operations outages and communications to customers
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus
• Manage to the company’s and department’s vision, goals, mission and values
• Participate in weekend and holiday on-call rotation as required

Benefits

Work Personas (flexible, remote, or required in office)