Manager, 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 What you get to do in this role Profound knowledge and experience in managing and exceeding Support KPI s and critical Technical Support Metrics - CSAT Time to Resolution TTR Backlogs etc Lead efforts to hire develop and build a technical team Oversight and participation in Change Management as it relates to Customer Support Leading 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 Evaluation of current processes technology and organizational skills to identify areas of improvement and opportunities for advancement Leading by example to cultivate and maintain a culture built on teamwork and collaboration Manage to the company and department s vision mission and values Qualifications To be successful in this role you have Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI s potential impact on the function or industry A minimum of 10 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required 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 Customer first Mind set and a Get it done attitude are critical success factors for this role Demonstrated ability to provide exceptional internal and external customer care Proven ability to create and implement programs to drive efficient innovative operations and contain expenses Ability to lead change by effectively building commitment and winning support for initiatives A trustworthy leader with a reputation for fairness dependability and adherence to high ethical standards Strong analytical and problem-solving skills Excellent communication skills both oral and written JV20 Additional Information Work Personas We approach our distributed world of work with flexibility and trust Work personas flexible remote or required in office are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service Equal Opportunity Employer ServiceNow is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements Accommodations We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U S Export Administration Regulations EAR ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license