Manager, Technical Support Management - Employee and Customer Management

Summary

Join ServiceNow's Employee and Customer Management Team as a leader, leveraging your profound knowledge in exceeding support KPIs and technical support metrics. You will lead a technical team, overseeing change management related to customer support, and cultivate a collaborative team culture. Responsibilities include owning customer escalations, driving incident management success, representing ServiceNow effectively with customers, managing major outages, and participating in on-call rotations. You will evaluate processes and identify areas for improvement, while managing to the company's vision and values. This role requires a minimum of 6 years in technical support and service management, including 3-4 years in a supervisory role, along with experience in managing enterprise support in a complex web-based environment.

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 6 years technical 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

Preferred Qualifications

Portuguese language proficiency is preferred