Senior Director, Technical Support Management
Welcome to ServiceNow, where our mission is to make the world of work, work better for people. As a Senior Director of Technical Support Management, you will play a crucial role in ensuring that our clients receive the highest level of technical support and service. We are looking for a dynamic leader who is passionate about customer satisfaction and has a strong technical background. If you thrive in a fast-paced, innovative environment and have a proven track record of managing successful technical support teams, we want to hear from you. Join us in redefining the future of work and be a part of a company that is dedicated to helping organizations achieve their full potential.
- Develop and implement strategic plans to enhance the technical support and service offerings for our clients.
- Oversee and manage the performance of the technical support team, ensuring a high level of customer satisfaction and timely resolution of technical issues.
- Collaborate with cross-functional teams to continuously improve and optimize technical support processes and procedures.
- Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
- Lead and mentor a team of technical support managers, providing guidance and support to ensure their success.
- Stay updated on industry trends and best practices in technical support management and apply them to enhance our service offerings.
- Ensure compliance with service level agreements and maintain high levels of customer retention.
- Identify training and development needs for the technical support team and provide resources and support for their professional growth.
- Foster a positive and collaborative work culture within the technical support team, promoting teamwork and employee engagement.
- Act as a liaison between the technical support team and other departments to ensure seamless communication and collaboration.
- Manage budget and resources for the technical support department.
- Conduct regular performance evaluations and provide feedback and coaching to team members.
- Represent the company at industry events and conferences to promote our technical support services.
- Cultivate and maintain strong relationships with key clients and stakeholders.
- Continuously seek ways to improve customer satisfaction and loyalty through innovative solutions and processes.
Extensive Experience In Technical Support Management: A Senior Director Of Technical Support Management At Servicenow Should Have A Minimum Of 10 Years Of Experience In Managing Technical Support Teams And Processes, Preferably In The Software Or It Industry.
Strong Leadership Skills: The Candidate Should Possess Exceptional Leadership And People Management Skills To Effectively Lead And Motivate A Large Team Of Technical Support Professionals. They Should Have A Track Record Of Successfully Managing And Developing High-Performing Teams.
In-Depth Knowledge Of It Service Management (Itsm): Servicenow Is A Leading Provider Of Itsm Solutions, And The Ideal Candidate Should Have A Thorough Understanding Of Itsm Processes And Best Practices. They Should Also Have Experience In Implementing And Optimizing Itsm Solutions.
Proven Track Record Of Driving Customer Satisfaction: The Senior Director Of Technical Support Management Will Be Responsible For Ensuring High Levels Of Customer Satisfaction Through Prompt And Effective Resolution Of Technical Issues. The Candidate Should Have A Proven Track Record Of Driving Customer Satisfaction And Improving Support Metrics.
Excellent Communication And Collaboration Skills: As A Senior Leader, The Candidate Should Have Excellent Communication And Collaboration Skills To Effectively Interact With Cross-Functional Teams, Including Sales, Product, And Engineering. They Should Also Be Able To Effectively Communicate Technical Information To Non-Technical Stakeholders.
Change Management
Process Improvement
Strategic Planning
Project Management
Communication
Budget management
customer service
Team Leadership
Problem-Solving
Stakeholder management
Technical Expertise
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
creativity
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Director, Technical Support Management in Santa Clara, CA, USA is $210,000 to $250,000 per year.
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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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