Manager, Technical Support Management at ServiceNow

📍 Job Overview

Job Title: Manager, Technical Support Management
Company: ServiceNow
Location: Sarapiquí, Heredia, Costa Rica
Job Type: Full-time
Category: Technical Support Management
Date Posted: 2025-06-24
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Lead and manage a technical support team to exceed KPIs and critical support metrics.
Drive incident management success and handle customer escalations effectively.
Collaborate cross-functionally with support, development, and operations teams to resolve issues.
Represent ServiceNow and its products effectively to customers.
Manage major operations outages and communicate with customers.
Evaluate processes, technology, and organizational skills to identify improvement areas.
Integrate AI into work processes, decision-making, or problem-solving to enhance support operations.

📝 Enhancement Note: This role requires a blend of technical expertise, leadership skills, and a customer-centric mindset. The successful candidate will have a proven track record in managing technical support teams and driving operational excellence in a complex, web-based service environment.

💻 Primary Responsibilities

Team Management: Lead, mentor, and develop a technical support team to achieve and exceed support KPIs and metrics.
Incident Management: Drive incident management success from detection to resolution, ensuring customer satisfaction and minimizing downtime.
Customer Escalation: Own and bring to conclusion customer escalations by working cross-functionally with support, development, and operations teams.
Change Management: Participate in change management efforts related to customer support.
Process Improvement: Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
Communication: Represent ServiceNow and its products effectively to customers, managing major operations outages and communicating with customers as needed.
AI Integration: Leverage or critically think about how to integrate AI into work processes, decision-making, or problem-solving to enhance support operations.

📝 Enhancement Note: The primary responsibilities of this role require a strong focus on customer care, team leadership, and process improvement. The ideal candidate will have a proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: A minimum of 6 years in technical support and service management, with at least 3-4 years in a supervisory role. Experience managing enterprise support in a large, complex web-based service and technology environment is required.

Required Skills:

Proven capability of successfully delivering on support metrics and managing a support team.
Customer-first mindset and a "get it done" attitude.
Demonstrated ability to provide exceptional internal and external customer care.
Strong analytical and problem-solving skills.
Excellent communication skills, both oral and written.
Ability to lead change by effectively building commitment and winning support for initiatives.
Trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards.
Proficiency in Portuguese is preferred.

Preferred Skills:

Experience with AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Familiarity with ServiceNow products and platforms.
Knowledge of ITIL (Information Technology Infrastructure Library) framework.

📝 Enhancement Note: While the required skills listed above are crucial for this role, the preferred skills indicate that candidates with experience in AI integration and familiarity with ServiceNow products may have an advantage in the hiring process.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Prepare a document outlining your experience in managing technical support teams, driving operational excellence, and integrating AI into support processes. Include specific examples of how you have exceeded support KPIs and metrics, handled customer escalations, and improved support processes.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is approximately ₡1,500,000 - ₡2,500,000 per year (USD $2,500 - $4,200 per month), depending on experience and qualifications. This estimate is based on regional market research and web technology industry standards.

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Generous time off and paid holidays.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.
Employee assistance program.
Global work persona options and flexible work arrangements.

Working Hours: The standard workweek is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. Weekend and holiday on-call rotations may be required as needed.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and web technology industry standards. The actual salary may vary depending on the candidate's qualifications, experience, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, providing cloud-based platforms that connect people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

Company Size: ServiceNow is a large, global company with over 10,000 employees worldwide. This size provides opportunities for career growth and exposure to diverse projects and teams.

Founded: ServiceNow was founded in 2004 by Fred Luddy, a visionary engineer who saw the potential to transform how we work. The company has since grown to become a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.

Team Structure:

The technical support team consists of various roles, including support specialists, team leads, and managers, working together to ensure customer satisfaction and minimize downtime.
The team is part of the broader Customer Support organization, collaborating with cross-functional teams in development, operations, and other support areas.
The team follows an Agile/Scrum methodology, with regular sprint planning, code reviews, and quality assurance practices to ensure efficient and effective incident management.

Development Methodology:

ServiceNow follows an Agile/Scrum methodology for incident management, with regular sprint planning, code reviews, and quality assurance practices.
The company encourages continuous learning and innovation, with a focus on integrating AI into work processes, decision-making, or problem-solving.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's company culture emphasizes customer focus, innovation, and continuous learning. The company's large size and global presence provide opportunities for career growth and exposure to diverse projects and teams.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid- to senior-level position in the technical support management career path. The ideal candidate will have a proven track record in managing technical support teams and driving operational excellence in a complex, web-based service and technology environment.

Reporting Structure: The technical support manager reports directly to the director of customer support or a similar role, depending on the organization's structure. The manager is responsible for leading and mentoring a team of technical support specialists and team leads.

Technical Impact: The technical support manager plays a crucial role in ensuring customer satisfaction and minimizing downtime by driving incident management success and managing customer escalations effectively. The manager's decisions and actions directly impact the user experience and the overall performance of the web-based service and technology.

Growth Opportunities:

Technical Growth: Expand your expertise in AI integration, incident management, and process improvement to drive operational excellence and enhance customer experiences.
Leadership Growth: Develop your leadership skills by mentoring team members, driving team success, and collaborating with cross-functional teams to resolve complex issues.
Career Progression: Advance your career by taking on more significant responsibilities, such as managing larger teams or moving into a senior leadership role within the Customer Support organization or other areas of the business.

📝 Enhancement Note: The technical support manager role offers numerous opportunities for career growth and development, both within the technical support function and across the broader organization. The ideal candidate will be proactive in seeking out new challenges and learning opportunities to advance their career.

🌐 Work Environment

Office Type: ServiceNow's office in Costa Rica is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-concept workspaces, meeting rooms, and breakout areas for employees to relax and recharge.

Office Location(s): The primary office for this role is located in the America Free Zone in Heredia, Costa Rica. ServiceNow also has offices in other countries, providing opportunities for relocation and global collaboration.

Workspace Context:

Collaborative Work Environment: The office features open-concept workspaces that encourage collaboration and teamwork among technical support specialists, team leads, and managers.
State-of-the-Art Technology: Employees have access to the latest tools and technologies to perform their jobs effectively, including high-performance computers, multiple monitors, and testing devices.
Cross-Functional Collaboration: The technical support team works closely with cross-functional teams in development, operations, and other support areas to resolve complex issues and enhance customer experiences.

Work Schedule: The standard workweek is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. Weekend and holiday on-call rotations may be required as needed. The work schedule is flexible, with opportunities for remote work and hybrid arrangements, depending on the role and the employee's work persona.

📝 Enhancement Note: ServiceNow's work environment is designed to foster collaboration, innovation, and work-life balance. The company offers flexible work arrangements and global opportunities for employees to thrive both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess your communication skills, customer focus, and understanding of the role and its requirements.
Technical Deep Dive: A comprehensive discussion of your technical support experience, focusing on your ability to manage support teams, drive operational excellence, and integrate AI into support processes.
Behavioral Questions: A series of behavioral questions designed to assess your problem-solving skills, leadership style, and cultural fit within the ServiceNow organization.
Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss your qualifications, answer any remaining questions, and make a final hiring decision.

Portfolio Review Tips:

Prepare a document outlining your experience in managing technical support teams, driving operational excellence, and integrating AI into support processes.
Include specific examples of how you have exceeded support KPIs and metrics, handled customer escalations, and improved support processes.
Be prepared to discuss your approach to incident management, change management, and process improvement.

Technical Challenge Preparation:

Brush up on your knowledge of ServiceNow products and platforms, as well as relevant industry standards and best practices.
Familiarize yourself with the ITIL (Information Technology Infrastructure Library) framework and be prepared to discuss how you have applied its principles in your previous roles.
Prepare for questions about your experience with AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

ATS Keywords: (See the "AI Key Skills" section for a comprehensive list of relevant keywords)

📝 Enhancement Note: The interview process for the technical support manager role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within the ServiceNow organization. The ideal candidate will have a proven track record in managing technical support teams and driving operational excellence in a complex, web-based service and technology environment.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies:

ServiceNow Platform: The primary technology stack for this role is the ServiceNow platform, which provides cloud-based services for IT service management, customer service management, and operations management.
AI Integration: Experience with AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry is preferred.

Development & DevOps Tools:

JIRA: ServiceNow uses JIRA for project management and issue tracking.
Confluence: ServiceNow uses Confluence for collaboration and knowledge sharing.
Git: ServiceNow uses Git for version control and code management.
Jenkins: ServiceNow uses Jenkins for continuous integration and deployment.
ServiceNow DevOps: ServiceNow offers a comprehensive suite of tools for continuous integration, continuous delivery, and infrastructure as code.

📝 Enhancement Note: The technology stack for this role is centered around the ServiceNow platform, with a focus on AI integration, incident management, and process improvement. The ideal candidate will have experience with the ServiceNow platform and relevant industry standards and best practices.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
Innovation: ServiceNow encourages continuous learning and innovation, with a focus on integrating AI into work processes, decision-making, or problem-solving.
Collaboration: ServiceNow fosters a culture of teamwork and collaboration, with open communication and knowledge sharing across functions and teams.
Integrity: ServiceNow values honesty, transparency, and ethical behavior in all aspects of its business operations.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with cross-functional teams in development, operations, and other support areas to resolve complex issues and enhance customer experiences.
Code Review Culture: ServiceNow follows an Agile/Scrum methodology, with regular code reviews and quality assurance practices to ensure efficient and effective incident management.
Knowledge Sharing: ServiceNow encourages employees to share their expertise and learn from one another to drive continuous improvement and innovation.

📝 Enhancement Note: ServiceNow's team culture is built on a foundation of customer focus, innovation, collaboration, and integrity. The ideal candidate will be a strong communicator, team player, and problem solver, with a passion for driving operational excellence and enhancing customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Develop and implement strategies to drive incident management success and minimize downtime in a complex, web-based service and technology environment.
AI Integration: Leverage or critically think about how to integrate AI into work processes, decision-making, or problem-solving to enhance support operations and improve customer experiences.
Process Improvement: Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement, driving operational efficiency and effectiveness.
Change Management: Participate in change management efforts related to customer support, ensuring minimal disruption to operations and customer satisfaction.

Learning & Development Opportunities:

Technical Skill Development: Expand your expertise in AI integration, incident management, and process improvement to drive operational excellence and enhance customer experiences.
Leadership Development: Develop your leadership skills by mentoring team members, driving team success, and collaborating with cross-functional teams to resolve complex issues.
Career Progression: Advance your career by taking on more significant responsibilities, such as managing larger teams or moving into a senior leadership role within the Customer Support organization or other areas of the business.

📝 Enhancement Note: The technical support manager role presents numerous challenges and growth opportunities for the ideal candidate. The successful candidate will be proactive in seeking out new challenges and learning opportunities to advance their career and drive operational excellence.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your approach to incident management in a complex, web-based service and technology environment. Provide specific examples of how you have driven incident management success and minimized downtime.
AI Integration: Explain your experience with AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Discuss how you have integrated AI into support processes to enhance operational efficiency and effectiveness.
Process Improvement: Outline your experience in evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Provide specific examples of how you have driven operational efficiency and effectiveness through process improvement.

Company & Culture Questions:

Customer Focus: Describe your approach to customer care and customer satisfaction. Provide specific examples of how you have exceeded customer expectations and handled customer escalations effectively.
Team Leadership: Explain your leadership style and approach to team management. Discuss how you have motivated and developed team members to achieve and exceed support KPIs and metrics.
Change Management: Describe your experience with change management, particularly in the context of customer support. Discuss how you have managed change effectively and minimized disruption to operations and customer satisfaction.

Portfolio Presentation Strategy:

Prepare a document outlining your experience in managing technical support teams, driving operational excellence, and integrating AI into support processes.
Include specific examples of how you have exceeded support KPIs and metrics, handled customer escalations, and improved support processes.
Be prepared to discuss your approach to incident management, change management, and process improvement, as well as your leadership style and team management approach.

📝 Enhancement Note: The interview process for the technical support manager role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within the ServiceNow organization. The ideal candidate will be a strong communicator, team player, and problem solver, with a passion for driving operational excellence and enhancing customer experiences.

📌 Application Steps

To apply for this technical support manager position:

Submit Your Application: Click on the "Apply Now" button on the job listing to submit your application through the SmartRecruiters platform.
Prepare Your Portfolio: Tailor your portfolio to highlight your experience in managing technical support teams, driving operational excellence, and integrating AI into support processes. Include specific examples of how you have exceeded support KPIs and metrics, handled customer escalations, and improved support processes.
Optimize Your Resume: Highlight your relevant technical skills, leadership experience, and customer care expertise on your resume. Use relevant keywords to optimize your resume for web technology roles and improve your chances of being selected for an interview.
Prepare for Technical Interviews: Familiarize yourself with the ServiceNow platform, relevant industry standards, and best practices. Brush up on your knowledge of AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Be prepared to discuss your approach to incident management, change management, and process improvement.
Research the Company: Learn about ServiceNow's products, services, and company culture. Prepare thoughtful questions to ask during the interview process to demonstrate your interest in the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Manager, Technical Support Management