Technical Support Management Lead

3 days ago

Sydney, New South Wales, Australia ServiceNow Full time

Job Description

We are seeking a highly skilled Technical Support Management Lead to join our team at ServiceNow. As a key member of our organization, you will be responsible for leading our technical support team and ensuring that our customers receive exceptional service.

Key Responsibilities

  • Lead and manage a team of technical support professionals to deliver high-quality service to our customers.
  • Develop and implement strategies to improve customer satisfaction, reduce resolution times, and increase first-call resolution rates.
  • Collaborate with cross-functional teams to identify and resolve technical issues, and to develop and implement process improvements.
  • Provide coaching, mentoring, and performance management to team members to ensure they have the skills and knowledge needed to succeed.
  • Manage and analyze metrics to measure team performance, identify areas for improvement, and develop plans to address these areas.
  • Represent ServiceNow in customer-facing situations, such as escalations and major operations outages.

Requirements

  • A minimum of six years of technical support experience, with at least three to four years in a supervisory role.
  • Proven track record of delivering high-quality service to customers, with a strong focus on customer satisfaction and retention.
  • Excellent leadership, communication, and problem-solving skills, with the ability to work effectively in a fast-paced environment.
  • Strong analytical and technical skills, with the ability to analyze complex technical issues and develop effective solutions.
  • Ability to work collaboratively with cross-functional teams to achieve business objectives.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A collaborative and inclusive work environment.
  • Flexible work arrangements, including remote work options.

Why ServiceNow

ServiceNow is a global leader in the cloud-based platform market, with a strong commitment to innovation and customer satisfaction. We offer a dynamic and inclusive work environment, with opportunities for career growth and professional development. If you are a motivated and results-driven individual who is passionate about delivering exceptional service to customers, we encourage you to apply for this exciting opportunity.

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