Manager, Technical Support Management

As a Manager, Technical Support Management, you will be responsible for leading a technical team, managing critical Technical Support Metrics, and driving daily incident management success. You will also be responsible for cultivating a culture built on teamwork and collaboration, and representing the Platform, Product, and ServiceNow effectively with customers.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A minimum of 6 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 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.

Benefits

• Good compensation and benefits
• Opportunities for career growth and development
• Diverse and inclusive work environment
• Flexible work arrangements
• Opportunities for professional development and training