Manager, Technical Support – 24*7 rotating shift based roles Job at ServiceNow – Dublin

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies.®

We’re looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The successful candidate will manage a team within our growing Technical Support organization. This includes providing leadership to the team’s technical staff, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, guiding and exceeding team metrics. The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.

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 and maintain team members.

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.

Role requires working in 24/7 shifts on a rotational basis.


To be successful in this role you have:
A minimum of 5+ years technical support and service management experience with a minimum of 3+ years in people management 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 mindset 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.

For the recruitment of this position, we are partnering with a single outsourced recruitment vendor who is based in this jurisdiction. This vendor will be responsible for managing your application and the recruitment process for this role, and as such, by applying for this job you are providing your consent that we will share your CV and contact information with them.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or talent.acquisi[email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

About the Company

Company: ServiceNow –

Company Location:  Dublin

Estimated Salary:

About ServiceNow -