Senior Technical Support Manager - Regulated Markets

Lead technical support excellence at ServiceNow as a Senior Manager specializing in regulated markets. Focus on exceeding KPIs, improving customer satisfaction, and managing complex support initiatives.

In this role, you will use your expertise and leadership skills, leveraging over eight years of experience in technical support and service management. With a track record in enterprise environments, you'll oversee case management, escalate issues, and ensure effective team productivity. Your ability to cultivate a customer-first mindset will enhance collaboration among cross-functional teams.

Key Responsibilities:
• Manage technical support KPIs and customer satisfaction metrics
• Lead hiring, training, and attrition management efforts
• Oversee change management initiatives for support
• Drive daily case resolution to improve the customer experience
• Communicate effectively during major outages

Requirements:
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