Technical Support Management Lead

3 weeks ago


Sydney, New South Wales, Australia Servicenow Full time
Job Title: Technical Support Management Lead

At Servicenow, we're seeking a highly skilled Technical Support Management Lead to join our team. As a key member of our support organization, you will be responsible for leading our technical support team to deliver exceptional customer experiences.

Key Responsibilities:
  • Lead efforts to hire, develop, and build a high-performing technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts.
  • Represent the Platform, Product, and Service Now effectively with customers.
  • Manage major operations outages and communications to the customers.
Requirements:
  • A minimum of six years technical support and service management experience with a minimum of 3-4 years in 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 team.
What We Offer:
  • A culture of belonging, inclusivity, collaboration, and customer focus.
  • Work-life balance and well-being are our topmost priorities.
  • Flexible work arrangements.
  • Competitive compensation, generous benefits, and a professional atmosphere.


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