Director, Technical Support Management

ServiceNow is seeking a Director of Technical Support Management to lead and exceed support KPIs and customer satisfaction metrics. This role involves partner management with regional leaders, handling high-impact escalations, ensuring process improvements, and providing excellent customer care. The ideal candidate will have a strong technical background and excellent communication skills.

Requirements

• 15+ years technical support and service management experience
• 10+ years in people management
• Experience managing enterprise support
• Customer-first mindset and a positive "get it done" attitude
• Demonstrated ability to provide exceptional internal and external customer care
• Proven ability to create and implement programs to drive efficient, innovative operations
• Aptitude with reporting and analytics tools
• Strong technical, strategic, analytical, and problem-solving skills
• Excellent communication and presentation skills