Technical Team Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $140,000 - $180,000

Job Overview

The Technical Support Manager will spearhead the development and management of a technical team. The successful candidate will possess profound knowledge and experience in managing and exceeding key performance indicators (KPIs) and technical support metrics, including customer satisfaction (CSAT), time to resolution (TTR), and backlogs.

Key Responsibilities:

  • Lead by example to foster a culture built on teamwork and collaboration.
  • Own and resolve customer escalations through cross-functional collaboration with support, development, and operations teams.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts, resulting in enhanced customer experiences.
  • Represent the platform, product, and ServiceNow effectively with customers.

Requirements:

  • A minimum of six years of technical support and service management experience, with a minimum of three to four years in a supervisory role.
  • Experience managing enterprise support in large and complex environments within web-based services and technologies.
  • Proven capability of successfully delivering on support metrics and managing technical teams.

Why Choose ServiceNow?

ServiceNow offers a culture of belonging, inclusivity, collaboration, and customer focus. We prioritize work-life balance and well-being, offer flexible work arrangements, competitive compensation, generous benefits, and a professional atmosphere.

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