📍United States
Manager, Technical Support Management
closed
ServiceNow
📍Remote - India
Summary
Join ServiceNow as a Technical Support Manager and leverage your profound knowledge in managing and exceeding Support KPIs and critical Technical Support Metrics. Lead a technical team, overseeing change management related to customer support, and cultivate a collaborative team culture. Own customer escalations, drive daily incident management success, and represent ServiceNow effectively with customers. Manage major outages, participate in on-call rotations, and evaluate processes for improvement. Manage to the company and department’s vision, mission and values. This role requires a minimum of 10+ years of technical product support and service management experience, including 3-4 years in a supervisory role.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
- A minimum of 10+ years technical product support and service management experience with a minimum of 3-4 years in supervisory role is required
- Experience managing Enterprise support in a large and complex environment in a web-based service and technology
- Proven capability of having successfully delivered on support metrics and managed support team
- Customer first Mind set and a “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
- Ability to lead change by effectively building commitment and winning support for initiatives
- A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills
- Excellent communication skills, both oral and written
Responsibilities
- Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc
- Lead efforts to hire, develop, and build a technical team
- Oversight and participation in Change Management as it relates to Customer Support
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration
- Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
- Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
- Represent the Platform, Product and ServiceNow effectively with customers
- Manage major operations outages and communications to the customers
- Participate in weekend and holiday on-call rotation as required
- Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration
- Manage to the company and department’s vision, mission and values
This job is filled or no longer available
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