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Senior Manager, Technical Support Management

4 months ago

Orlando, Florida, United States ServiceNow Full time
Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

  • Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
  • Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
  • Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams
  • Drive daily case 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 internal and external customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
  • Manage to the company's and department's vision, goals, mission and values.
Qualifications

To be successful in this role you have:

  • A minimum of 8+ years technical support and service management experience with a minimum of 6+ years in a people management role is required.
  • Experience managing enterprise support in a large and complex environment with web-based services and technologies.
  • Proven capability of having successfully delivered on support metrics and managing a support team.
  • Customer-first mindset and a positive "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.
  • Aptitude with reporting and analytics tools including Tableau and Excel is essential.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
  • Strong technical, strategic, analytical and problem-solving skills.
  • Excellent communication and presentation skills, both oral and written.

JV20

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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