Job Description
We are seeking a Manager for Technical Support Management in Staines-upon-Thames. This role involves leading a technical support team, managing support KPIs, overseeing change management, and ensuring excellent customer service. The position requires managing major outages, participating in on-call rotations, and continuously improving support processes.
What you get to do in this role:
* Manage and exceed Support KPIs such as CSAT, TTR, and Backlogs.
* Lead hiring, development, and team building efforts.
* Oversee change management related to customer support.
* Foster a culture of teamwork and collaboration.
* Handle customer escalations working across support, development, and operations teams.
* Drive incident management from detection to resolution.
* Represent the Platform, Product, and ServiceNow to customers.
* Manage outages and communicate effectively with customers.
* Participate in on-call rotations during weekends and holidays.
* Evaluate and improve current support processes and technologies.
* Align team efforts with company values and mission.
Qualifications
To succeed, you should have:
* Experience with AI integration in support processes.
* At least 6 years in technical support and service management, with 3-4 years in a supervisory role.
* Experience managing enterprise support in complex, web-based environments.
* Proven track record of delivering support metrics and leading support teams.
* A customer-first mindset and a proactive attitude.
* Exceptional customer care skills.
* Ability to develop and implement operational improvements.
* Strong leadership skills to manage change and build support for initiatives.
* Trustworthiness, fairness, and high ethical standards.
* Excellent communication skills, both oral and written.
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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