ServiceNow

Manager, Technical Support Management

ServiceNow
San Diego, CA, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

Welcome to ServiceNow! We are a leading global company that provides cutting-edge technology solutions to help businesses streamline their operations and achieve their goals. We are currently seeking an experienced Manager, Technical Support Management to join our dynamic team and lead our technical support department. As the Manager, you will play a crucial role in ensuring the success of our customers by providing exceptional technical support and leading a team of skilled support engineers. We are looking for a highly motivated and customer-focused individual with strong leadership skills and a deep understanding of technical support processes. If you thrive in a fast-paced environment and have a passion for delivering excellent customer service, we want to hear from you!

  1. Lead and manage a team of technical support engineers, providing direction and guidance to ensure the success of the team.
  2. Develop and implement strategies to improve the efficiency and effectiveness of the technical support department.
  3. Monitor and analyze customer support trends and metrics to identify areas for improvement and implement solutions.
  4. Create and maintain a positive and customer-focused work environment, fostering a culture of excellence and continuous improvement.
  5. Train and mentor team members, providing ongoing support and feedback to help them reach their full potential.
  6. Collaborate with cross-functional teams to resolve complex customer issues and provide timely and effective solutions.
  7. Manage and prioritize workload and resources to ensure customer needs are met in a timely and efficient manner.
  8. Develop and maintain strong relationships with key customers, addressing any concerns or issues that may arise.
  9. Stay up-to-date with industry trends and advancements in technology to continuously improve technical support processes and procedures.
  10. Maintain a high level of professionalism and represent the company in a positive manner at all times.
Where is this job?
This job is located at San Diego, CA, USA
Job Qualifications

  • Extensive Technical Knowledge And Experience: This Role Requires A Strong Technical Background In Areas Such As Cloud Computing, It Service Management, And Enterprise Software. A Qualified Candidate Should Have At Least 5 Years Of Experience In Technical Support Management.

  • Strong Leadership And Communication Skills: A Manager In This Role Will Be Responsible For Leading A Team Of Technical Support Professionals And Collaborating With Cross-Functional Teams. Excellent Communication And Leadership Skills Are Essential To Effectively Manage And Motivate The Team.

  • Proven Customer Service Experience: The Primary Focus Of A Technical Support Manager Is To Ensure Customer Satisfaction And Retention. A Successful Candidate Should Have A Track Record Of Providing Exceptional Customer Service And Resolving Complex Technical Issues In A Timely Manner.

  • Project Management Experience: This Role May Involve Overseeing Multiple Projects And Initiatives Related To Technical Support. A Manager Should Have Experience In Project Management, Including Planning, Budgeting, And Driving Project Execution To Meet Deadlines And Deliver Results.

  • Problem-Solving And Critical Thinking Skills: Technical Support Managers Must Be Able To Analyze Complex Problems, Identify Root Causes, And Develop Effective Solutions. Strong Critical Thinking And Problem-Solving Skills Are Essential To Ensure The Smooth Operation Of Technical Support Services.

Required Skills

  • Strategic Planning

  • Project Management

  • Communication

  • Time Management

  • Conflict Resolution

  • customer service

  • Team Leadership

  • Training and Development

  • Problem-Solving

  • Resource allocation

  • Performance evaluation

  • Technical Expertise

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Attention to detail

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Manager, Technical Support Management in San Diego, CA, USA is between $95,000 and $130,000 per year. However, this can vary based on factors such as the specific company, the candidate's experience and qualifications, and the cost of living in the area. Some companies may also offer additional benefits and bonuses, which can impact the overall salary range.

Additional Information
ServiceNow is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedMarch 13th, 2024
Apply BeforeOctober 17th, 2025
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About ServiceNow

ServiceNow is a Santa Clara, California-based software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

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