Manager, Technical Support Management

Job Description

Profound knowledge and experience in managing and exceeding Support KPI s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc. Lead efforts to hire, develop, and build a technical team. Oversight and participation in Change Management as it relates to Customer Support. Leading by example to cultivate and maintain a culture built on teamwork and collaboration. Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team. Drive daily incident 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 customers. Manage major operations outages and communications to the customers. Participate in weekend and holiday on-call rotation as required. Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Leading by example to cultivate and maintain a culture built on teamwork and collaboration. Manage to the company and department s vision, mission and values. To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI s potential impact on the function or industry. A minimum of 10-14+ years technical support and service management experience with a minimum of 3-4 years in supervisory role is required. 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.