Technical Support Director

2 weeks ago

Santa Clara, California, United States ServiceNow Full time
Job Description

At 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 Responsibilities
  • Develop and implement strategies to improve customer satisfaction, reduce backlogs, and increase efficiency.
  • Partner with regional leaders to define and execute plans to grow and develop teams.
  • Own and resolve high-impact customer escalations through cross-functional collaboration.
  • Provide quarterly business updates to senior leadership and drive case management success from detection to resolution.
  • Manage major operations outages and communications to customers, evaluating current processes and driving improvements.
Requirements
  • Minimum 15+ years of technical support and service management experience, with 10+ years in a people management role.
  • Hands-on experience managing managers leading multiple teams.
  • Proven capability of delivering on support metrics and managing a support team.
  • Customer-first mindset and a positive attitude are critical success factors.
  • Ability to lead change, build commitment, and drive initiatives.
  • Strong technical, strategic, analytical, and problem-solving skills.
  • Excellent communication and presentation skills.
What We Offer

We offer a competitive compensation package, including a base pay of $162,900 - $285,100, plus equity (when applicable), variable/incentive compensation, and benefits. We're committed to creating an inclusive environment where all voices are heard, valued, and respected.

We welcome candidates from non-traditional backgrounds and believe that skills and experience are transferable. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply.

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