Senior Technical Support Management Lead

6 days ago


San Diego, California, United States ServiceNow Full time

Transform Customer Experiences

We are seeking a seasoned leader to spearhead our technical support management efforts, driving innovation and excellence in customer service. As a Senior Technical Support Management Lead at ServiceNow, you will oversee the entire lifecycle of customer issues, from detection to resolution.

About the Role

This is a unique opportunity to join a global market leader in AI-enhanced technology and contribute to shaping the future of customer experience. You will be part of a dynamic team that fosters collaboration, teamwork, and a customer-centric mindset.

Key Responsibilities

  • Lead by Example
    • Cultivate and maintain a culture built on teamwork, collaboration, and continuous improvement.
    • Foster open communication, transparency, and trust among team members.
  • Customer Focus
    • Drive daily incident management success from detection to resolution, ensuring exceptional customer experiences.
    • Represent ServiceNow effectively with customers, embodying our values and commitment to excellence.
  • Strategic Leadership
    • Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
    • Develop and implement strategic initiatives to drive efficient, innovative operations and contain expenses.
  • Collaboration and Change Management
    • Lead change by effectively building commitment and winning support for initiatives.
    • Participate in weekend and holiday on-call rotation as required, demonstrating your ability to adapt to changing situations.

Requirements

  • Experience
    • A minimum of 6 years technical support and service management experience, with at least 3-4 years in a supervisory role.
    • Proven capability of having successfully delivered on support metrics and managed support teams.
  • Skills and Qualifications
    • Tech Savvy
      • Profound knowledge and experience in managing and exceeding Support KPI's and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs, etc.
  • Leadership
    • Strong analytical and problem-solving skills, with excellent communication skills, both oral and written.
    • A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards.
  • Customer-Centric
    • Demonstrated ability to provide exceptional internal and external customer care.
    • A customer-first mindset, with a strong focus on delivering exceptional experiences.
  • Growth Mindset
    • Ability to evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
    • Continuous learning and professional development, with a willingness to adapt to changing circumstances.

What We Offer

We offer a competitive salary range of $104,000-$182,200, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.

About Us

We approach our distributed world of work with flexibility and trust, recognizing the value of diverse perspectives and experiences. Learn more about our Work Personas and how we prioritize inclusivity and accessibility.



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