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Technical Support Manager

2 months ago

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

As a pivotal leader in our organization, you will oversee the technical support operations, ensuring excellence in service delivery and customer satisfaction.


Key Responsibilities:
  • Demonstrate extensive expertise in managing and surpassing support KPIs and critical technical support metrics such as Customer Satisfaction (CSAT), Time to Resolution (TTR), and backlog management.
  • Guide the recruitment, development, and formation of a high-performing technical support team.
  • Engage in Change Management initiatives related to customer support.
  • Foster a collaborative and team-oriented culture through exemplary leadership.
  • Take ownership of customer escalations, collaborating with cross-functional teams in support, development, and operations.
  • Drive the success of daily incident management from detection through to resolution, addressing customer dissatisfaction and enhancing overall customer experiences.
  • Effectively represent the platform, product, and ServiceNow to our customers.
  • Manage significant operational outages and ensure clear communication with customers.
  • Participate in on-call rotations during weekends and holidays as necessary.
  • Assess current processes, technologies, and organizational capabilities to identify improvement opportunities.
  • Maintain alignment with the company and department's vision, mission, and values.

Qualifications:

To excel in this role, candidates should possess:

  • A minimum of 6 years of experience in technical support and service management, with at least 3-4 years in a supervisory capacity.
  • Experience managing enterprise-level support in a complex, web-based service environment.
  • A proven track record of achieving support metrics and effectively managing a support team.
  • A customer-centric mindset and a proactive approach to problem-solving.
  • Exceptional skills in delivering outstanding internal and external customer service.
  • Demonstrated ability to develop and implement programs that enhance operational efficiency and manage costs.
  • Capability to lead change initiatives by building commitment and securing support.
  • A reputation for integrity, fairness, and adherence to high ethical standards, along with strong analytical and problem-solving abilities.
  • Excellent verbal and written communication skills.

This role is hybrid, requiring the selected candidate to work from the office two days a week.