Senior Technical Support Manager - Regulated Markets (Toronto)

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: • 8+ years in technical support management • 6+ years in a people management role • Proficiency in Tableau and Excel reporting tools • Robust decision-making skills leveraging AI • Excellent communication and analytical abilities Leverage your leadership skills and technical expertise to shape the future of customer support at ServiceNow. Apply on Kit Job: kitjob.ca/job/2prfqr