Director, Technical Support Management
Director, Technical Support Management
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Salary Not Disclosed
1 Vacancy
Job Description
What you get to do in this role:
- Profound knowledge and experience in managing and exceeding 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 etc.
- Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
- Own and bring to conclusion high-impact customer escalations by working with cross-teams.
- Provide quarterly business updates to Senior Leadership.
- Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Manage major operations outages and communications to customers.
- Evaluate current processes technology and organizational skills and drive improvements that will enhance customer and employee experience.
- Lead by example to cultivate and maintain a culture built on teamwork collaboration and customer focus.
- Manage to the companys and departments vision goals mission and values.
- Participate in weekend and holiday on-call rotation as required.
Qualifications :
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 AIs potential impact on the function or industry.
- Experience managing enterprise support in a large and complex environment with web-based services and technologies.
- Customer-first mindset and a positive 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.
- Aptitude with reporting and analytics tools including Tableau and Excel is essential.
- Ability to lead change by effectively building commitment and winning support for initiatives.
- Experience in being a trustworthy leader with a reputation for fairness dependability and adherence to high ethical standards.
- Strong technical strategic analytical and problem-solving skills.
- Excellent communication and presentation skills both oral and written.
Basic Quaifications:
- 15 years technical support and service management experience with a minimum of 10 years in a people management role is required. Hands-on experience of managing managers leading multiple teams.
JV20
For positions in this location we offer a base pay of $157100 - $275000 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
