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Mid LevelFull-time
Salary Range
$71,825 - $97,175 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Manager to lead and develop a technical team, manage critical support metrics, and drive customer satisfaction.
Key Responsibilities
- →Lead efforts to hire, develop, and build a technical team
- →Oversight and participation in Change Management as it relates to Customer Support
- →Own and bring to conclusion customer escalations by working with cross-teams
- →Drive daily incident management success from detection to resolution
- →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
Requirements
- ✓Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics
- ✓Strong understanding of CSAT, Time to Resolution (TTR), Backlogs etc.
- ✓Experience in leading a technical team and managing customer escalations
- ✓Ability to drive daily incident management and enhance customer experiences
- ✓Excellent communication and teamwork skills
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About ServiceNow
ServiceNow is a leading enterprise cloud computing company that provides a digital workspace platform to streamline business operations and IT services. Headquartered in Santa Clara, California, the company was founded in 2004 and has since become a pivotal player in the enterprise service management (ESM) and workflow automation industry. ServiceNow’s platform is designed to help organizations digitize and automate workflows across various departments, including IT, HR, customer service, and security, enabling businesses to operate more efficiently and effectively in today’s fast-paced digital landscape. The company’s core offerings include a suite of cloud-based applications that automate and manage workflows, such as IT service management (ITSM), HR service delivery, customer service management, and security operations. Key features of the ServiceNow platform include its low-code/no-code development capabilities, integration with third-party systems, and AI-driven automation tools that enhance productivity and decision-making. The platform is tailored for large enterprises and government agencies seeking to modernize their operations, improve employee and customer experiences, and reduce manual processes through digital transformation. ServiceNow’s solutions are particularly valued by organizations looking to centralize their workflows and create a seamless, unified digital experience across their enterprise.
