Director, Technical Support Management

What you get to do in this role: The successful candidate will be responsible for the day to day operations of a well-established regional SME team within our Global Customer Support organization.This includes providing in-person leadership to managers, technical support engineers, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, and meeting or exceeding SME team key performance indicators.The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.   Responsibilities Keen ability to listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possibleStrong partnering with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including real-time phone and web channelsAbility to develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction, Time to Relief, aging backlog, NPS, engineer productivity, and keeping customers informed through the case relief processResponsible for People Management, including managing multiple managers, 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 teamsDrive 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.Deep understanding of the ServiceNow platform and its componentsManage 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.This is a hybrid position with a minimum of 2 days per week in-office. Applications for this position will close on January 24th.