Technical Support Leadership and Service Delivery Expert

hace 3 semanas


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

Company Overview
ServiceNow is a leading cloud platform provider for building enterprise applications. Our innovative technology helps companies redefine markets and change the perception of enterprise software.

Job Description
We are seeking a highly skilled Technical Support Manager to lead our team in Orlando, Florida. The successful candidate will manage a team within our growing Technical Support organization, providing leadership to technical staff, interfacing with Development on customer-impacting enhancements and fixes, recruiting and developing support staff, and guiding team metrics.

Responsibilities
The ideal candidate will have profound knowledge and experience in managing and exceeding Support KPIs and critical technical support metrics such as CSAT, Time to Resolution (TTR), and Backlogs. Key responsibilities include people management, hiring, productivity, employee morale, resource allocation, team motivation, attrition, and training. The candidate must also own and bring to conclusion customer escalations by working with cross-functional teams in Support, Development, and Operations. Additionally, they will drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts, leading to enhanced customer experiences. The role requires effective communication with customers, representing the Platform, Product, and ServiceNow. Major operations outages and communications to customers will be managed by the candidate, who will also participate in weekend and holiday on-call rotations as required.

Qualifications and Skills
To succeed in this role, you should have a minimum of 6 years of technical support and service management experience, with at least 3-4 years in a supervisory position. Proficiency in Portuguese is a plus, and experience managing Enterprise support in a large and complex environment is essential. A proven track record of successfully delivering on support metrics and managing support teams is crucial. You must have a customer-first mindset, excellent internal and external customer care skills, and the ability to create and implement programs to drive efficient operations and contain expenses. Strong analytical and problem-solving skills, along with excellent communication skills, are also required.

Compensation and Benefits
This exciting opportunity comes with an estimated annual salary of $120,000 - $150,000, depending on experience. In addition to competitive compensation, we offer a range of benefits, including health insurance, retirement plans, and opportunities for professional growth and development. We value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths. Join us in shaping the future of Technical Support Management



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