Description:
- 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:
- A minimum of 6 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.