Manager / Senior Manager, Technical Support Management - Remote

Overview

In this role, you will be responsible for managing a technical support team, driving escalations, and ensuring customer satisfaction through effective leadership and collaboration with various teams.

In Short

• Manage people, improve productivity, and promote employee morale.
• Drive high-priority escalations and ensure visibility across stakeholders.
• Collaborate with technical experts to resolve complex issues.
• Maintain alignment across delivery activities with Development and Release Readiness teams.
• Oversee Change Management related to Customer and Technical Support.
• Manage customer escalations and case management success.
• Represent ServiceNow effectively to internal and external customers.
• Manage major operations outages and communications.
• Evaluate processes for improvement opportunities.
• Cultivate a culture of teamwork and customer focus.

Requirements

• Experience integrating AI into work processes.
• 8+ years in technical support and 6+ years in people management.
• Knowledge of Support KPIs and Technical Support Metrics.
• Experience managing enterprise support in complex environments.
• Customer-first mindset and positive attitude.
• Exceptional internal and external customer care.
• Ability to create efficient operations programs.
• Aptitude with reporting tools like Power BI and Excel.
• Ability to lead change and build commitment.
• Strong technical, strategic, and analytical skills.
• Excellent communication and presentation skills.

Benefits

• Work in a global market leader with innovative technology.
• Flexible work personas depending on job requirements.
• Inclusive and diverse work environment.
• Opportunities for professional growth and development.
• Competitive compensation and benefits package.