Director, Technical Support Management

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

• The successful candidate will be responsible for the day to day operations of a well-established regional SME team within our Global Customer Support organization.
• This includes providing in-person leadership to managers, technical support engineers, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, and meeting or exceeding SME team key performance indicators.
• The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.   

Responsibilities 

• Keen ability to listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible
• Strong partnering with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including real-time phone and web channels
• Ability to develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction, Time to Relief, aging backlog, NPS, engineer productivity, and keeping customers informed through the case relief process
• Responsible for People Management, including managing multiple managers, hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support. Own and bring to conclusion, customer escalations by working with cross teams in Support, Development, and Operations teams
• Drive daily case 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 internal and external customers.
• Deep understanding of the ServiceNow platform and its components
• 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. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

Qualifications

To be successful in this role you have:

• A minimum of 10 years technical support and service management experience with a minimum of 5 years in a people management role is required.
• SAAS experience supporting mission critical applications with near zero downtime Experience managing enterprise support in a large and complex environment with web-based services and technologies.
• Proven capability of having successfully delivered on support metrics and managing a support team, including managers.
• Customer-first mindset and a positive attitude are critical success factors for this role. Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
• Aptitude with reporting and analytics tools including Tableau and Excel is essential. Ability to lead change by effectively building commitment and winning support for initiatives.
• Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
• Strong technical, strategic, analytical and problem-solving skills.
• Excellent communication and presentation skills, both oral and written.  

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional c