Manager, Technical Support

ServiceNow, Inc.

Orlando, FL 32806

Posted 1 month ago

Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.

Learn more on Life at Now blog ( and hear from our employees (\_JpmhypERyQKm5zO2Wd65QinB) about their experiences working at ServiceNow.

In a Technical Support Leadership role, you will be tasked with leading a team of Technical Support Engineers focused on providing a world class customer experience. As the manager of the team, your mission will be to ensure that our break/fix support cases are handled to meet our differentiated support SLAs as well as our CSAT, time to relief and other key business metrics. In order to achieve these outcomes we're expecting all engineers in your team to follow our best practices including phone availability, responding to customer cases in a timely manner and that our customer updates have meaningful first responses and technical action plans delivered with quality and detail. We are seeking energetic cross-functional collaborative support leaders who thrive in a fast paced environment and excel at managing customer escalations.

**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.

**To be successful in this role you have:**

+ 5+ years technical support and service management experience with a minimum of 1-2 years in supervisory role is preferred.

+ 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.


ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page ( to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here ( to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site ( .

**Work personas**

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

**Required in Office**

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

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