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Visionary Technical Support Leader

2 weeks ago

Dublin, Dublin City, Ireland Servicenow Full time

ServiceNow is a global market leader in AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500.

Our cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

We're on a mission to make the world work better for everyone.

Job Description

Key Responsibilities:

  • Manage and exceed critical technical support metrics, including customer satisfaction, time to resolution, and reducing backlogs.
  • Partner with regional leaders to define and implement strategies to improve customer experience and grow teams.
  • Own and resolve high-impact customer escalations through cross-functional collaboration.
  • Provide quarterly business updates to senior leadership.
  • Drive case management success from detection to resolution and dissatisfaction issues.
  • Manage major operations outages and communications to customers.
  • Evaluate current processes, technology, and organizational skills to drive improvements.
  • Lead by example to foster a culture built on teamwork, collaboration, and customer focus.

Requirements:

  • A minimum of 15+ years technical support and service management experience, with 10+ years in a people management role.
  • Hands-on experience managing multiple teams and leading managers.
  • Proven capability of delivering on support metrics and managing a support team.
  • Customer-first mindset and a positive attitude are critical success factors.
  • Demonstrated ability to provide exceptional internal and external customer care.
  • Experience creating and implementing programs to drive efficient operations.
  • Aptitude with reporting and analytics tools, including Tableau and Excel.
  • Ability to lead change by building commitment and winning support for initiatives.
  • Strong technical, strategic, analytical, and problem-solving skills.