Supervisor, Customer Service Mgmt

What Youll Do

• Lead and mentor technical support engineers assigning tasks and ensuring efficient issue resolution.
•  Support coach develop and lead a team of technical support engineers to deliver world-class service.
• Motivate team members and address challenges that may arise in daily operations.
•  Identify areas for training and skills development to continuously improve team capability.
• Communicate organizational goals priorities and business needs to ensure clear expectations across the team.
• Monitor daily activities including backlog management and workload distribution ensuring SLA adherence and operational efficiency.
• Drive the Technical Support team to achieve high customer satisfaction and success measured through defined KPIs and performance goals.
• Maintain a deep understanding of Armis products solutions and technical environments to provide guidance and subject-matter expertise.
• Provide managerial oversight and serve as an escalation channel for internal and external customers.
• Implement Knowledge-Centered Support practices to capture share and leverage knowledge for faster higher-quality resolutions.
• Partner closely with Customer Success Product Management Program Management and Engineering to develop and refine support processes and influence product quality.
• Develop communicate and enforce team policies procedures and operational standards.
• Review case updates from team members providing coaching and feedback to improve communication and case handling.
• Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

Qualifications :

What we expect

• 1015 years of technical experience in IT networking or cybersecurity environments.
• 5 years of proven management experience leading technical or customer support teams.
• Strong understanding of network protocols (TCP/IP routing switching).
• Expertise in network security technologies including firewalls IDS/IPS and VPNs.
• Experience with security best practices frameworks (such as NIST CIS etc) and compliance standards
• Experience with cloud platforms (AWS Azure or GCP).
• Proven ability to troubleshoot complex network system and security issues in enterprise environments.
• Excellent communication collaboration and problem-solving skills with a focus on customer empathy and results.
• Demonstrated leadership experience fostering team growth and accountability in high-performance environments.
• Relevant technical certifications such as CCNP CCIE CISSP or CISA are highly desirable.

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. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

No

Employment Type :

Full-time