Manager, Technical Support Management (Portuguese)

25 Minutes ago • 6 Years +

Job Summary

Job Description

ServiceNow is seeking a Manager, Technical Support Management to lead and develop a technical team, ensuring the delivery of exceptional customer support. This role involves managing and exceeding Support KPIs, handling customer escalations, driving incident management, and overseeing major operations outages. The ideal candidate will have a minimum of 6 years in technical support and service management, with at least 3-4 years in a supervisory capacity, and experience in enterprise support within a web-based service environment. Strong analytical, problem-solving, and communication skills are essential, along with a customer-first mindset.
Must have:
  • Manage and exceed Support KPI’s and critical Technical Support Metrics.
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management.
  • Own and bring to conclusion customer escalations.
  • Drive daily incident management success.
  • Manage major operations outages and communications.
  • Participate in weekend and holiday on-call rotation.
  • Evaluate current processes, technology, and organizational skills for improvement.
  • Minimum 6 years technical support and service management experience.
  • Minimum 3-4 years in a supervisory role.
  • Experience managing Enterprise support in a large and complex environment.
  • Proven capability of delivering on support metrics.
  • Customer first mindset and "Get it done" attitude.
  • Strong analytical and problem-solving skills.
  • Excellent communication skills.
Good to have:
  • Ability to speak and read Portuguese
Perks:
  • Flexible work persona

Job Details

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

  • Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent the Platform, Product and ServiceNow effectively with customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department’s vision, mission and values.

Qualifications

To be successful in this role you have:

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required.
  • 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 and a “Get it done” attitude are critical success factors for this role.
  • 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.
  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
  • Excellent communication skills, both oral and written.
  • Ability to speak and read Portuguese desired, but not required

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