Senior Manager, Technical Support Operations Lead
hace 4 semanas
**About the Role**
We are seeking a highly skilled Senior Manager, Technical Support Operations Lead to join our team at ServiceNow. As a key member of our Support Operations team, you will be responsible for leading a team of technical support professionals in delivering exceptional customer experiences.
**Key Responsibilities**
• Lead a team of technical support professionals in managing and exceeding Support KPIs and critical Technical Support Metrics.
• Develop and implement programs to drive efficient, innovative operations and contain expenses.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
**Requirements**
• Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking.
• A minimum of 6 years of technical support and service management experience with a minimum of 3-4 years in a supervisory role is required.
• 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 Mindset 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.
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