Manager, Technical Support Management

As a Manager, Technical Support Management, you will lead efforts to hire, develop, and build a technical team, oversee change management, and drive daily incident management success. You will represent the Platform, Product, and ServiceNow effectively with customers and manage major operations outages. You will also participate in weekend and holiday on-call rotation as required. This role requires a customer-first mindset, a 'Get it done' attitude, and the ability to create and implement programs to drive efficient, innovative operations. You will have a proven capability of having successfully delivered on support metrics and managed support teams.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role.
• Experience managing Enterprise support in a large and complex environment in a web-based service and technology.
• Proven capability of having successfully delivered on support metrics and managed support team.
• Customer first Mind set and a 'Get it done' attitude are critical success factors for this role.
• Demonstrated ability to provide exceptional internal and external customer care.
• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
• Excellent communication skills, both oral and written.

Benefits

• 401k Matching
• Retirement Plan
• Generous Paid Time Off
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance