Regional Leader, Technical Support Management
Vor 2 Tagen
Job Description This role reports to the Senior Director, Global Employee Customer Management Leader.
The successful candidate will be responsible for 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 ? Listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible Partner 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 channels 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/Resolution (TTRf/TTR), aging backlog, NPS, engineer productivity, and to keep customers informed through the case relief process Responsible 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 teams Drive 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.
Understanding the ServiceNow platform and its components Manage 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 the company's and department's vision, goals, mission and values. Qualifications Professional Experience Minimum of 8+ years technical support and service management experience with a minimum of 5+ years in a people management role is required.
SAAS experience supporting mission critical applications with near zero downtime Experience managing enterprise support in a large and complex environment with web-based services and technologies.
Proven capability of having successfully delivered on support metrics and managing a support team, including managers.
Customer-first mindset and a positive "get it done" attitude are critical success factors for this role.
Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
Aptitude with reporting and analytics tools including Tableau and Excel is essential.
Ability to lead change by effectively building commitment and winning support for initiatives.
Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
Strong technical, strategic, analytical and problem-solving?skills.
Excellent communication and presentation skills, both oral and written.
Work Environment ? We are a dynamic and rapidly growing cloud software company with a strong sense of dedication to our customers.
This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
We provide competitive compensation, generous benefits, and a professional atmosphere Not sure if you meet every qualification?
We still encourage you to apply
We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths.
Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate
Additional Information Work Personas We approach our distributed world of work with flexibility and trust.
Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer ServiceNow is an equal 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.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact ****** for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S.
Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune.
2024 Fortune Media IP Limited.
All rights reserved.
Used under license.
-
Regional Account Manager
vor 3 Wochen
Sydney, Österreich Pool-Water Products Pty Ltd VollzeitRegional Account Manager & Technical SupportAbout the roleThis is a full-time position for a Regional Account Manager & Technical Support located in Seven Hills, NSW.As a key member of the Pool-Water Products sales team, you will be responsible for managing and growing our customer relationships across Sydney and Central NSW.In this hands-on role, you will...
-
Director, Technical Support Management
vor 3 Wochen
Sydney, Österreich ServiceNo VollzeitSenior Manager/Director, Technical Support ManagementFull-timeEmployee Type: RegularRegion: APAC - Asia PacificWork Persona: FlexibleIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative...
-
Technical Support Engineering Management
vor 3 Wochen
Sydney, Österreich Microsoft VollzeitTechnical Support Engineering ManagementWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build...
-
Technical Support Engineering Management
vor 3 Wochen
Sydney, Österreich Microsoft VollzeitTechnical Support Engineering ManagementWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture.Come join CE&S and help us build...
-
Technical Support Engineering Management
vor 3 Wochen
Sydney, Österreich Microsoft VollzeitTechnical Support Engineering ManagementWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture.Come join CE&S and help us build...
-
Regional Account Manager And Technical Support
vor 1 Woche
Sydney, Österreich Pool-Water Products Pty Ltd VollzeitAbout the role This is a full-time position for a Regional Account Manager & Technical Support located in Seven Hills, NSW.As a key member of the Pool-Water Products sales team, you will be responsible for managing and growing our customer relationships across Sydney and Central NSW.In this hands-on role, you will provide technical expertise and advice to...
-
Technical Support Engineering Management
Vor 2 Tagen
Sydney, Österreich Microsoft Corporation VollzeitTechnical Support Engineering ManagementDate postedJob number: 1792375Work site: Up to 50% work from homeTravel: 0-25%Role type: People ManagerProfession: Technical Support EngineeringEmployment type: Full-TimeOverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to...
-
Regional Account Manager And Technical Support
vor 2 Wochen
Sydney, Österreich Pool-Water Products Pty Ltd VollzeitAbout the roleThis is a full-time position for a Regional Account Manager & Technical Support located in Seven Hills, NSW.As a key member of the Pool-Water Products sales team, you will be responsible for managing and growing our customer relationships across Sydney and Central NSW.In this hands-on role, you will provide technical expertise and advice to...
-
Lead Technical Support Engineer
Vor 2 Tagen
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges.We challenge our limits.Always.We're ambitious.We're game changers.And we play to win.We set the highest standards and execute beyond them.If you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the Technical Support...
-
Lead Technical Support Engineer
Vor 2 Tagen
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges.We challenge our limits.Always.We're ambitious.We're game changers.And we play to win.We set the highest standards and execute beyond them.If you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the Technical Support...
-
Lead Technical Support Engineer
vor 1 Monat
Sydney, Österreich NICE VollzeitThis is a Lead Technical Support Engineer role with one of the leading companies in AU right now 🔥 -- NICE -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at NICE 🧐🧐The Lead Technical Support Engineer is a senior member of the Technical Support team at NICE...
-
Lead Technical Support Engineer
vor 2 Monaten
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges.We challenge our limits.Always.We're ambitious.We're game changers.And we play to win.We set the highest standards and execute beyond them.And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the Technical...
-
Lead Technical Support Engineer
vor 2 Monaten
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the...
-
Lead Technical Support Engineer
Vor 2 Tagen
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges.We challenge our limits.Always.We're ambitious.We're game changers.And we play to win.We set the highest standards and execute beyond them.And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the Technical...
-
Manager, Technical Support Management
vor 1 Monat
Sydney, Österreich ServiceNo VollzeitIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly...
-
Manager, Technical Support Management
vor 1 Monat
Sydney, Österreich ServiceNo VollzeitIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly...
-
Microsoft | Technical Support Engineering Management
vor 3 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitTechnical Support Engineering Management With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture.Come join CE&S and help us build...
-
Leader, Customer Delivery
vor 3 Monaten
Sydney, Österreich Tideri Jobbörse VollzeitWho We Are Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don't own.Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and...
-
Sydney, Österreich ServiceNo VollzeitJob Description What you get to do in this role Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.Partner with other...
-
Lead Technical Support Engineer
Vor 2 Tagen
Sydney, Österreich Nice VollzeitAt NICE, we don't limit our challenges.We challenge our limits.Always.We're ambitious.We're game changers.And we play to win.We set the highest standards and execute beyond them.If you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Lead Technical Support Engineer is a senior member of the Technical Support...
