NeverHard
Senior Manager, Technical Support Management at ServiceNow — NeverHard
Senior Manager, Technical Support Management at ServiceNow in Toronto, Ontario. View salary, required skills, and apply on NeverHard.
- Company
- ServiceNow
- Location
- Toronto, Ontario
- Type
- not_specified
Job Description
What you get to do in this role:
Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
Responsible for People Management, including 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.
Manage major operations outages and communications to the customers.
Participate in weekend and holiday on-call rotation as required.
Evaluate current processes, technology, an
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