Technical Support Management Director

hace 13 horas


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

About Us

At ServiceNow, we empower our customers to drive their digital transformation and make the world work for everyone. Our innovative technology enables organizations to deliver exceptional customer experiences, improve employee productivity, and accelerate business outcomes.

We are a team of passionate individuals who share a common goal – to help our customers succeed in an ever-changing world. We pride ourselves on our culture of innovation, collaboration, and trust. If you're looking for a challenging and rewarding career, where you can make a real impact, then join us.

Job Summary

We are seeking a highly skilled Senior Manager of Technical Support Management to join our team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our technical support function. Your primary focus will be on ensuring that our customers receive exceptional service and support, while also driving continuous improvement and process optimization.

Key Responsibilities

  • Develop and implement strategies to improve customer satisfaction and reduce resolution times
  • Lead a team of technical support professionals and provide coaching and guidance to ensure they have the skills and knowledge required to succeed
  • Collaborate with cross-functional teams to identify and prioritize opportunities for process improvement and innovation
  • Manage and analyze key performance indicators (KPIs) to measure the effectiveness of our technical support function
  • Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams

Requirements

  • Mastery of technical support processes and procedures
  • Strong leadership and management skills, with experience leading high-performing teams
  • Excellent communication and interpersonal skills, with ability to collaborate effectively with diverse stakeholders
  • Proven track record of driving process improvement and innovation
  • Ability to analyze complex data and develop actionable insights


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