Manager, Technical Support Management

ServiceNow is seeking a Manager, Technical Support Management to lead and build a technical team, drive operational excellence, and ensure exceptional customer experiences. This role focuses on supporting critical Technical Support Metrics (CSAT, TTR, Backlogs) and fostering a collaborative and customer-centric culture. The company is a global market leader in AI-enhanced technology for over 810,000 customers.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 10 years technical support and service management experience with a minimum of 3-4 years in supervisory role.
• Experience managing Enterprise support in a large and complex environment.
• Proven capability of having successfully delivered on support metrics and managed support team.
• Customer first Mind set and a "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 and contain expenses.
• Ability to lead change by effectively building commitment and winning support for initiatives.

Benefits

• Equal Opportunity Employer