Technical Support Management Director

4 weeks ago


Santa Clara California, United States ServiceNow Full time
Job Description

As a key member of the ServiceNow team, you will be responsible for leading our Technical Support Management efforts. This role requires a strong background in managing and exceeding key performance indicators (KPIs) and technical support metrics, including customer satisfaction, time to relief/resolution, and backlog reduction.

Key Responsibilities
  • Partner with regional leaders to develop and implement strategies to improve customer experience and grow and develop teams.
  • Own and resolve high-impact customer escalations through collaboration with cross-functional teams.
  • Provide quarterly business updates to senior leadership, highlighting key achievements and areas for improvement.
  • Drive case management success from detection to resolution, ensuring customer satisfaction and loyalty.
  • Manage major operations outages and communicate effectively with customers.
  • Evaluate current processes, technology, and organizational skills to drive improvements that enhance customer and employee experience.
  • Lead by example, fostering a culture built on teamwork, collaboration, and customer focus.
  • Align with the company's vision, goals, mission, and values, ensuring a cohesive and customer-centric approach.

What We Offer

As a Technical Support Management Director at ServiceNow, you will have the opportunity to make a meaningful impact on our customers' experiences. If you are a strategic thinker with a passion for delivering exceptional customer support, we encourage you to apply for this exciting role.



  • Santa Clara, California, United States ServiceNow Full time

    Job DescriptionAt ServiceNow, we're seeking a seasoned Technical Support Director to lead our team in delivering exceptional customer experiences. As a key member of our organization, you'll be responsible for driving strategic initiatives, managing high-impact customer escalations, and fostering a culture of collaboration and customer focus.Key...


  • Santa Clara, California, United States Advanced Micro Devices, Inc Full time

    Job DescriptionJob Summary:We are seeking a highly skilled and experienced Director, Technical Marketing to join our team at Advanced Micro Devices, Inc. The successful candidate will be responsible for developing and executing technical marketing strategies to promote our AI and automation solutions.Key Responsibilities:Develop and define AI network...


  • Santa Clara, United States Jobot Full time

    Dice is the leading career destination​ for tech experts at every stage of their careers.  Our client, Jobot, is seeking the following.  Apply via Dice today!Urgently hiring Manager/Technical Director MEMs Test Systems Engineering for Global Semiconductor Market LeaderThis Jobot Job is hosted by: Alvin TruongAre you a fit? Easy Apply now by clicking the...


  • Santa Clara, California, United States Palo Alto Networks Full time

    About the RoleWe are seeking a seasoned leader to join our team as a Technical Director of Technology Partnerships. In this role, you will be responsible for developing and executing the company's technology partner strategy, driving the technical vision and architecture of our key partnerships, and collaborating with cross-functional teams to deliver...


  • Santa Clara, California, United States Palo Alto Networks Full time

    Job OverviewAs a Senior Technical Support Specialist at Palo Alto Networks, you will play a critical role in providing technical assistance to our valued customers. This is a Swing Shift Position working Monday through Friday, 12pm to 9pm PT.Key ResponsibilitiesProvide technical support to customers, partners, and Palo Alto Networks Tier 2 engineers through...


  • Santa Clara, California, United States The Rockridge Group Full time

    Job Title: Deskside Support TechnicianWe are seeking a skilled Deskside Support Technician to join our team at The Rockridge Group. As a key member of our IT team, you will be responsible for providing top-notch technical support to our clients, ensuring their computer hardware and software issues are resolved efficiently and effectively.Key...


  • Santa Clara, California, United States Tranzeal Incorporated Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Tranzeal Incorporated. As a Technical Support Specialist, you will be responsible for providing technical support to our customers and internal teams, troubleshooting complex technical issues, and collaborating with cross-functional teams to resolve issues.Key...


  • Santa Clara, California, United States Palo Alto Networks Full time

    Job DescriptionPalo Alto Networks is seeking a seasoned leader to join our team as a Technical Director of Technology Partnerships. As a key member of our organization, you will be responsible for developing and executing the company's technology partner strategy, driving the technical vision and architecture of our key partnerships, and collaborating with...


  • Santa Clara, California, United States The Rockridge Group Full time

    Job DescriptionWe are seeking a skilled Technical Support Specialist to join our team at The Rockridge Group. As a Deskside Support Technician, you will be responsible for providing top-notch technical support to our clients, ensuring their computer hardware and software issues are resolved efficiently and effectively.Key Responsibilities:Hardware and...


  • Santa Clara, California, United States Tranzeal Incorporated Full time

    Technical Support Engineer - IntegrationsJoin Tranzeal Incorporated as a Technical Support Engineer - Integrations and be part of a dynamic team that provides top-notch technical support to our customers.About the Role:We are seeking a highly skilled Technical Support Engineer - Integrations to join our team. As a Technical Support Engineer - Integrations,...


  • Santa Clara, California, United States Jobot Full time

    Job SummaryWe are seeking a highly skilled MEMs Test Systems Engineering Manager/Technical Director to lead our talented team in defining the architecture, design, development, and production release of highly specialized systems used to characterize and test next generation MEMs product lines.Key ResponsibilitiesDesign and Implement Test Automation: Develop...


  • Santa Clara, California, United States Russell Tobin & Associates Full time

    About the Role:We are seeking a highly skilled Technical Support Specialist to join our team at Russell Tobin & Associates. As a Technical Support Specialist, you will be responsible for providing technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer...


  • Santa Clara, California, United States Russell Tobin Full time

    Job Title: Technical Support EngineerLocation: Remote/HybridDuration: 12 months plusPay Range: $38/hr-$45/hr (Depends on Exp)Overview:We are seeking a highly skilled Technical Support Engineer to join our team at Russell Tobin. As a Technical Support Engineer, you will be responsible for providing technical support to administrators, technicians, and product...


  • Santa Clara, California, United States Palo Alto Networks Full time

    Job OverviewAs a Senior Technical Support Specialist at Palo Alto Networks, you will play a critical role in providing technical assistance to our valued customers. This is a Swing Shift Position working Monday through Friday, 12pm to 9pm PT.Key ResponsibilitiesProvide technical support to customers, partners, and Palo Alto Networks Tier 2 engineers through...


  • Santa Clara, California, United States Palo Alto Networks Full time

    Job OverviewAt Palo Alto Networks, we're seeking a skilled Technical Support Engineer to join our team.Key Responsibilities* Provide technical support to customers and partners, ensuring timely resolution of issues* Develop and maintain technical documentation, including Knowledge Base articles and technical bulletins* Collaborate with cross-functional teams...


  • santa clara, United States Tranzeal Incorporated Full time

    Tittle - Technical Support Engineer – IntegrationsLocation- Santa Clara, CA / Hybrid Contract – 12+ months Duties: Overview:Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or...


  • Santa Clara, United States Tranzeal Incorporated Full time

    Tittle - Technical Support Engineer – IntegrationsLocation- Santa Clara, CA / Hybrid Contract – 12+ months Duties: Overview:Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or...


  • Santa Clara, United States Tranzeal Incorporated Full time

    Tittle - Technical Support Engineer – IntegrationsLocation- Santa Clara, CA / Hybrid Contract – 12+ months Duties: Overview:Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or...


  • Santa Clara, California, United States Anatomage, Inc. Full time

    About the RoleAnatomage is seeking a highly experienced Creative Director/Manager to lead our team of designers, 3D artists, and developers in creating cutting-edge 3D visualization tools and interactive educational content.Key ResponsibilitiesDrive the creative direction for Anatomage's 3D visualization and interactive media projects, ensuring alignment...


  • Santa Clara, California, United States Russell Tobin Full time

    Job Title: Technical Support SpecialistLocation: Remote/HybridDuration: 12 months plusPay Range: $38/hr-$45/hr (Depends on Exp)Overview:As a Technical Support Specialist at Russell Tobin, you will provide expert technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging...