Technical Support Manager

3 weeks ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time

Role Overview:

As a Technical Support Manager specializing in Integrations, you will play a pivotal role in overseeing the technical support operations. Your expertise will be crucial in managing and surpassing key performance indicators (KPIs) and essential technical support metrics such as Customer Satisfaction (CSAT), Time to Resolution (TTR), and Backlogs.

Key Responsibilities:

  • Demonstrate extensive knowledge and experience in managing technical support teams and achieving critical support metrics.
  • Lead initiatives to recruit, train, and develop a high-performing technical support team.
  • Oversee and engage in Change Management processes related to customer support services.
  • Foster a collaborative and team-oriented culture by leading by example.
  • Take ownership of customer escalations, collaborating with cross-functional teams in support, development, and operations.
  • Drive effective incident management from detection through to resolution, addressing customer dissatisfaction and enhancing overall customer experiences.
  • Act as a representative of the Platform, Product, and ServiceNow to our customers.
  • Manage communications during significant operational outages, ensuring customers are informed.
  • Participate in on-call rotations during weekends and holidays as necessary.
  • Evaluate existing processes, technologies, and organizational capabilities to identify areas for improvement and advancement.
  • Align team efforts with the company's vision, mission, and values.

Qualifications:

  • 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.
  • Proven track record of successfully achieving support metrics and leading support teams.
  • A customer-centric mindset coupled with a proactive approach to problem-solving.
  • Demonstrated ability to deliver exceptional customer care, both internally and externally.
  • Experience in creating and implementing innovative operational programs to enhance efficiency and manage costs.
  • Ability to lead change initiatives by building commitment and securing support.
  • A reputation for integrity, fairness, and high ethical standards, along with strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.

Work Environment:

This is a hybrid role requiring the selected candidate to work from the office on a part-time basis.

Equal Opportunity Statement:

ServiceNow is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration 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.

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