Lead Technical Support Operations Manager

hace 2 días


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

Company Overview

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At ServiceNow, we're a company that's making the world work for everyone through our technology. Our people are what make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. We're an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible.

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Job Description

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This role is responsible for leading technical support operations, ensuring exceptional customer experiences, and driving efficient operations. The ideal candidate will have a proven track record of managing support teams, delivering on support metrics, and implementing innovative solutions. They'll be responsible for:

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  • Managing people, including hiring, improving productivity, promoting employee morale, allocating resources efficiently, motivating teams, and managing attrition and training">
  • Participating in and providing oversight to change management as it relates to customer and technical support">
  • Owning and bringing to conclusion customer escalations by working with cross-functional teams in support, development, and operations">
  • Driving daily case management success from detection to resolution and dissatisfaction issues for customer accounts, leading to ongoing enhanced customer experiences">
  • Representing the platform, product, and ServiceNow effectively with internal and external customers">
  • Managing major operations outages and communications to customers">
  • Participating in weekend and holiday on-call rotation as required">
  • Evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement">
  • Leading by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus">
  • Managing to the company's and department's vision, goals, mission, and values">
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Required Skills and Qualifications

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To be successful in this role, you'll need:

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  • Proficiency in Portuguese, English, and Spanish, 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">
  • 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 teams">
  • Customer-first mindset and a


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