Manager, Technical Support Management

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.