Manager, Technical Support Management

2 weeks ago

Dublin, Dublin City, Ireland TN Ireland Full time
Job Title: Manager, Technical Support Management, Dublin

Client: ServiceNow

Location: Dublin, Ireland

Job Category: Other

EU work permit required: Yes

Job Description

What you get to do in this role:

  1. Manage and exceed Support KPIs and critical Technical Support Metrics such as CSAT, TTR, and Backlogs.
  2. Lead efforts to hire, develop, and build a technical support team.
  3. Oversee and participate in Change Management related to Customer Support.
  4. Cultivate a culture of teamwork and collaboration.
  5. Handle customer escalations by coordinating with cross-functional teams.
  6. Drive incident management from detection to resolution, enhancing customer experience.
  7. Represent Platform, Product, and ServiceNow effectively with customers.
  8. Manage major outages and communicate effectively with customers.
  9. Participate in weekend and holiday on-call rotations as required.
  10. Evaluate current processes and technologies for improvements.
  11. Align team efforts with company values and strategic goals.
Qualifications
  1. Experience in integrating AI into support processes and decision-making.
  2. At least 6 years of technical support and service management experience, with 3-4 years in a supervisory role.
  3. Experience managing enterprise support in complex, web-based environments.
  4. Proven track record of delivering support metrics and managing support teams.
  5. Customer-first mindset with a proactive attitude.
  6. Ability to provide exceptional customer care and lead change initiatives.
  7. Strong leadership, analytical, and communication skills.

We encourage candidates from diverse backgrounds to apply, even if they do not meet every qualification. We value inclusivity and unique experiences.

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