Senior Manager, Technical Support Management at ServiceNow — NeverHard

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, and organizational skills to identify areas of improvement and opportunities for advancement. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. Manage to the company’s and department’s vision, goals, mission and values.