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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 manage technical support operations. This role involves overseeing support teams, managing KPIs, and ensuring high-quality customer service.
Key Responsibilities
- →Manage and exceed Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs, increasing efficiency, and implementing/upholding change management
- →Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training
- →Participate in and provide oversight to Change Management as it relates to Customer and Technical Support
- →Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams
- →Drive daily case 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 internal and external customers
- →Manage major operations outages and communications to the customers
- →Participate in weekend and holiday on-call rotation as required
- →Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
- →Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus
- →Manage to the company’s and department’s vision, goals, mission and values
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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.
