ServiceNow
Information Technology And Services
Manager,TechnicalSupportManagementRegulatedMarket
“Manager, Technical Support Management - Regulated Market at ServiceNow. Skills: Technical Support, Service Management, Team Leadership. Manage and exceed Support KPI’s. Hire, develop, and build a technical team”
What You'll Achieve.
Exceeding Support KPI’s; Critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs; Ongoing enhanced customer experiences; Drive efficient, innovative operations; Contain expenses
Industry & Context.
analytical and problem-solving skills
Government of Canada Reliability Status screening required, 5 years of verifiable background history for screening, Identity verification, Education verification, Criminal record check, Credit check, Eligible to obtain and maintain Reliability Status, Canadian citizenship or Canadian permanent resident status, Participate in weekend and holiday on-call rotation, 24x7 operational support, Scheduled shift work, Overnight coverage, On-call rotation
What They're Looking For.
Must Have
6 years technical support and service management experience, 3-4 years in supervisory role, 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, Get it done attitude, 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, Trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards, analytical and problem-solving skills, Excellent communication skills, both oral and written, Canadian citizenship or Canadian permanent resident status
Nice to Have
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
What You'll Do.
Manage and exceed Support KPI’s
and build a technical team
Oversight of Change Management
Own and conclude customer escalations
Drive daily incident management success
Represent the Platform
Product and ServiceNow effectively
Manage major operations outages and communications
Participate in weekend and holiday on-call rotation
Evaluate current processes
and organizational skills
Lead by example to cultivate teamwork and collaboration
Manage to company and department vision
How You'll Work.
Team & Collaboration
working with cross-teams in Support, development and operations team; Leading by example to cultivate and maintain a culture built on teamwork and collaboration
Communication Scope
Excellent communication skills, both oral and written
Applying for this Manager, Technical Support Management - Regulated Market role?
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