Manager, Technical Support

Use your profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics such as CSAT and Time to Resolution. Lead efforts to hire, develop, and build a technical team. Oversee and participate in Change Management as it relates to Customer Support. Lead by example to cultivate and maintain a culture built on teamwork and collaboration. Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team. Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences. Represent the Platform, Product and ServiceNow effectively with customers. Manage major operations outages and communications to the customers. Participate in weekend and holiday on-call rotation as required. Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Manage to the company and department’s vision, mission and values.