ServiceNow
Tech / AI / Software
Supervisor,CustomerServiceMgmt
“Supervisor, Customer Service Mgmt at ServiceNow. Skills: technical support management, customer service management, team leadership, issue resolution, customer satisfaction. Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution. Support, coach, develop, and lead a team of technical support engineers to deliver world-class service”
What You'll Achieve.
achieve high customer satisfaction and success, measured through defined KPIs and performance goals; ensure SLA adherence and operational efficiency
Industry & Context.
Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results; Proven ability to troubleshoot complex network, system, and security issues in enterprise environments
What They're Looking For.
Must Have
10–15 years of technical experience in IT, networking, or cybersecurity environments, 5+ years of proven management experience leading technical or customer support teams, understanding of network protocols (TCP/IP, routing, switching), Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs, Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards, Experience with cloud platforms (AWS, Azure, or GCP), Proven ability to troubleshoot complex network, system, and security issues in enterprise environments, Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results, Demonstrated leadership experience, fostering team growth and accountability in high-performance environments
Nice to Have
Relevant technical certifications such as CCNP, CCIE, CISSP, or CISA are highly desirable
What You'll Do.
Lead and mentor technical support engineers
assigning tasks and ensuring efficient issue resolution
and lead a team of technical support engineers to deliver world-class service
Motivate team members and address challenges that may arise in daily operations
Identify areas for training and skills development to continuously improve team capability
Communicate organizational goals
and business needs to ensure clear expectations across the team
Monitor daily activities
including backlog management and workload distribution
ensuring SLA adherence and operational efficiency
Drive the Technical Support team to achieve high customer satisfaction and success
measured through defined KPIs and performance goals
Maintain a deep understanding of Armis products
and technical environments to provide guidance and subject-matter expertise
Provide managerial oversight and serve as an escalation channel for internal and external customers
Implement Knowledge-Centered Support practices to capture
and leverage knowledge for faster
higher-quality resolutions
Partner closely with Customer Success
and Engineering to develop and refine support processes and influence product quality
and enforce team policies
and operational standards
Review case updates from team members
providing coaching and feedback to improve communication and case handling
Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained
How You'll Work.
Team & Collaboration
Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality
Communication Scope
Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results
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