Technical Support Manager

3 weeks ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time
Position Overview:

Key Responsibilities:

  • Demonstrate extensive expertise in overseeing and surpassing Support Key Performance Indicators (KPIs) and essential Technical Support Metrics such as Customer Satisfaction (CSAT), Time to Resolution (TTR), and Backlogs.
  • Guide initiatives to recruit, nurture, and establish a proficient technical team.
  • Supervise and engage in Change Management processes related to Customer Support.
  • Exemplify leadership to foster and uphold a culture centered on teamwork and collaboration.
  • Take ownership of customer escalations, collaborating with cross-functional teams in Support, Development, and Operations.
  • Facilitate effective incident management daily, from detection to resolution, addressing customer dissatisfaction to enhance overall customer experiences.
  • Represent the Platform, Product, and ServiceNow effectively to clients.
  • Manage significant operational outages and communicate effectively with customers.
  • Participate in on-call rotations during weekends and holidays as necessary.
  • Assess current processes, technologies, and organizational capabilities to pinpoint areas for improvement and advancement opportunities.
  • Lead by example to nurture and sustain a culture focused on teamwork and collaboration.
  • Align with the company's and department's vision, mission, and values.

This role operates in a Hybrid model, requiring the selected candidate to work from the office two days a week.

Qualifications:

To excel in this position, candidates should possess:

  • A minimum of 6 years of experience in technical support and service management, including at least 3-4 years in a supervisory capacity.
  • Experience managing Enterprise support in a large, complex environment within a web-based service and technology context.
  • Proven track record of successfully achieving support metrics and managing a support team.
  • A customer-first mindset and a proactive 'Get it done' attitude are essential for success in this role.
  • Demonstrated ability to deliver exceptional internal and external customer service.
  • Proven capability to develop and implement programs that drive efficient, innovative operations while managing costs.
  • Ability to lead change by effectively garnering commitment and support for initiatives.
  • A trustworthy leader known for fairness, reliability, and adherence to high ethical standards, with strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.

ServiceNow is committed to equal employment opportunities. All qualified applicants will be considered for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

At ServiceNow, we prioritize flexibility and trust in our distributed work environment.

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