Senior Manager, Technical Support Management

<p><strong>What you get to do in this role:</strong></p><ul><li>Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.</li><li>Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.</li><li>Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.</li><li>Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams</li><li>Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.</li><li>Represent the Platform, Product and ServiceNow effectively with internal and external customers.</li><li>Manage major operations outages and communications to the customers.</li><li>Participate in weekend and holiday on-call rotation as required.</li><li>Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.&#xa0;</li><li>Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.</li><li>Manage to the company’s and department’s vision, goals, mission and values.</li></ul> <p><strong>To be successful in this role you have:</strong></p><ul><li>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.</li><li>A minimum of 8+ years technical support and service management experience with a minimum of 6+ years in a people management role is required.</li><li>Experience managing enterprise support in a large and complex environment with web-based services and technologies.</li><li>Proven capability of having successfully delivered on support metrics and managing a support team.</li><li>Customer-first mindset and a positive “<em>get it done”</em>attitude are critical success factors for this role.</li><li>Demonstrated ability to provide exceptional internal and external customer care.</li><li>Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.</li><li>Aptitude with reporting and analytics tools including Tableau and Excel is essential.</li><li>Ability to lead change by effectively building commitment and winning support for initiatives.</li><li>Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.</li><li>Strong technical, strategic, analytical and problem-solving&#xa0;skills.</li><li>Excellent communication and presentation skills, both oral and written.</li></ul><p>Due to&#xa0;Government of Canada&#xa0;regulatory requirements, this position requires&#xa0;the successful completion of&#xa0;a Government of Canada Reliability Status screening&#xa0;as a condition of employment.&#xa0;The screening&#xa0;process requires 5 years of verifiable background history.&#xa0;This&#xa0;includes identity verification, education&#xa0;verification, a criminal record check, and&#xa0;a&#xa0;credit check.&#xa0;Candidates must be eligible to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status. &#xa0;Employment is contingent upon successful completion and maintenance of the required screening.</p><p>Working Hours: Standard working hours for this role are expected to align with 8:00am - 5:00 pm Monday through Friday, subject to applicable pr ... (truncated, view full listing at source)