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: Management
Date Posted: June 24, 2025
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Lead and manage technical support teams to exceed KPIs and critical metrics.
Drive incident management success and enhance customer experiences.
Represent ServiceNow effectively with customers and manage major operations outages.
Cultivate a culture of teamwork, collaboration, and customer focus.
Evaluate processes, technology, and organizational skills to identify improvement opportunities.

📝 Enhancement Note: This role requires a balance of technical expertise, leadership, and customer focus to drive success in a complex, web-based service environment.

💻 Primary Responsibilities

Support Management: Manage and exceed support KPIs and critical technical support metrics, such as CSAT, Time to Resolution (TTR), and backlogs.
Team Leadership: Lead efforts to hire, develop, and build a technical team, fostering a culture of collaboration and teamwork.
Change Management: Oversee and participate in change management processes related to customer support.
Incident Management: Drive daily incident management success from detection to resolution, and dissatisfaction issues for customer accounts.
Customer Escalations: Own and bring to conclusion customer escalations by working with cross-teams in support, development, and operations.
Outage Management: Manage major operations outages and communications to customers.
Process Improvement: Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
Vision & Values: Manage to the company and department's vision, mission, and values.

🎓 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 of technical support and service management experience, with a minimum of 3-4 years in a supervisory role, is required. Experience managing enterprise support in a large, complex web-based service and technology environment is preferred.

Required Skills:

Proven capability of successfully delivering on support metrics and managing support teams.
Customer-first mindset and a "Get it done" attitude.
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.
Strong analytical and problem-solving skills.
Excellent communication skills, both oral and written.
Proficiency in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Preferred Skills:

Experience with ServiceNow platform.
Familiarity with ITIL (Information Technology Infrastructure Library) framework.
Knowledge of Agile methodologies.

📝 Enhancement Note: Given the role's complexity and leadership requirements, candidates should possess a strong blend of technical, managerial, and customer-focused skills.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between $80,000 - $120,000 USD per year, based on regional market data and the required experience level. This is an estimate and may vary based on individual qualifications and company-specific compensation practices.

Benefits:

Comprehensive medical, dental, and vision insurance.
401(k) retirement plan with company match.
Employee stock purchase plan.
Generous time off and flexible work arrangements.
Tuition reimbursement and professional development opportunities.
Employee discounts on various products and services.

Working Hours: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday on-call rotations may be required.

📝 Enhancement Note: The salary range provided is an estimate based on market data and may vary depending on the candidate's qualifications and the company's compensation practices.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and automation. The company's platform enables organizations to work more efficiently and effectively by connecting people, systems, and processes.

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

Founded: ServiceNow was founded in 2004 and has since grown to become a global market leader in enterprise software.

Team Structure:

The technical support management team is responsible for managing and exceeding support KPIs and critical technical support metrics.
The team works closely with cross-functional teams in support, development, and operations to ensure customer satisfaction and incident management success.
The team structure may include support managers, team leads, and individual contributors, depending on the organization's specific needs.

Development Methodology:

ServiceNow follows Agile development methodologies, with a focus on iterative development, continuous improvement, and customer value delivery.
The company uses Scrum frameworks to manage development sprints and deliver high-quality software solutions.
ServiceNow's platform enables organizations to automate workflows, streamline processes, and improve collaboration across teams.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus. 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 management position within the technical support organization. The primary responsibility is to lead and manage technical support teams to exceed KPIs and critical metrics, drive incident management success, and enhance customer experiences.

Reporting Structure: The technical support management team reports directly to the director or vice president of technical support, depending on the organization's structure.

Technical Impact: The technical support management team plays a critical role in ensuring customer satisfaction and incident management success. The team's work directly impacts the company's ability to deliver high-quality software solutions and maintain customer relationships.

Growth Opportunities:

Team Leadership: As the team grows, there may be opportunities for the incumbent to take on additional leadership responsibilities or mentor other team members.
Cross-functional Collaboration: Working with cross-functional teams in support, development, and operations provides opportunities to gain exposure to different aspects of the business and potentially take on new challenges.
Career Progression: With experience and strong performance, there may be opportunities to advance to more senior roles within the technical support organization or explore other areas of the business.

📝 Enhancement Note: The technical support management role offers opportunities for career growth and development within the technical support organization and potentially across other areas of the business.

🌐 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 floor plans, collaborative workspaces, and state-of-the-art technology to support productivity and creativity.

Office Location(s): The primary office location for this role is in Sarapiquí, Heredia, Costa Rica. ServiceNow has offices worldwide, providing opportunities for relocation or remote work, depending on the organization's needs and the candidate's qualifications.

Workspace Context:

Collaborative Workspace: The office features open floor plans and collaborative workspaces designed to facilitate teamwork and communication.
Technology Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, modern hardware, and collaboration tools to support productivity and creativity.
Employee Amenities: The office provides employee amenities, such as on-site cafeterias, fitness centers, and relaxation areas to support work-life balance.

Work Schedule: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday on-call rotations may be required to manage major operations outages and communications to customers.

📝 Enhancement Note: ServiceNow's work environment is designed to foster collaboration, innovation, and productivity. The company's global presence provides opportunities for relocation or remote work, depending on the organization's needs and the candidate's qualifications.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and cultural fit.
Technical Deep Dive: A more in-depth discussion of the candidate's technical skills, experience, and problem-solving abilities. This may include case studies, scenario-based questions, or technical challenges related to incident management, support metrics, and process improvement.
Behavioral & Situational Questions: Questions designed to assess the candidate's leadership skills, customer focus, and ability to drive change and manage teams.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role, team, and organization. This may include additional technical or behavioral questions, as well as an opportunity for the candidate to ask questions about the role or company.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on incident management best practices, support metrics, and process improvement techniques.
Familiarize yourself with ServiceNow's platform and its features, if applicable.
Prepare examples of your leadership experience, customer-focused initiatives, and process improvement projects.

ATS Keywords: (See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, below)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical skills, leadership abilities, and cultural fit. The process may vary depending on the organization's specific needs and the candidate's qualifications.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (N/A for this role)

Backend & Server Technologies:

ServiceNow Platform: Proficiency in the ServiceNow platform is preferred but not required. The candidate should be willing and able to learn the platform quickly.

Development & DevOps Tools:

ServiceNow Development Tools: Familiarity with ServiceNow development tools, such as the Now Platform, is preferred but not required. The candidate should be willing and able to learn the tools quickly.
Collaboration Tools: Proficiency in collaboration tools, such as Microsoft Office Suite, Google Workspace, or similar tools, is required.

📝 Enhancement Note: The technology stack for this role is focused on the ServiceNow platform and collaboration tools. Proficiency in the ServiceNow platform is preferred but not required, as the candidate should be willing and able to learn the platform quickly.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow's culture emphasizes customer focus and a customer-first mindset. The company's mission is to make the world work better for everyone by connecting people, systems, and processes.
Innovation: ServiceNow fosters a culture of innovation and continuous improvement. The company encourages employees to think creatively and challenge the status quo.
Collaboration: ServiceNow's culture emphasizes teamwork and collaboration. The company's platform enables organizations to connect people, systems, and processes, fostering collaboration and communication.
Integrity: ServiceNow values integrity, honesty, and ethical behavior. The company expects its employees to act with integrity in all aspects of their work.

Collaboration Style:

Cross-functional Collaboration: ServiceNow's platform enables organizations to connect people, systems, and processes across different teams and departments. The company fosters a culture of cross-functional collaboration and communication.
Agile Methodologies: ServiceNow follows Agile development methodologies, with a focus on iterative development, continuous improvement, and customer value delivery. The company encourages employees to work collaboratively and iteratively to deliver high-quality software solutions.
Knowledge Sharing: ServiceNow encourages employees to share their knowledge and expertise with their colleagues. The company provides opportunities for professional development and training to support knowledge sharing and skill development.

📝 Enhancement Note: ServiceNow's culture emphasizes customer focus, innovation, collaboration, and integrity. The company's platform enables organizations to connect people, systems, and processes, fostering collaboration and communication.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Managing major operations outages and communications to customers requires strong technical skills, problem-solving abilities, and the ability to work under pressure.
Support Metrics: Exceeding support KPIs and critical technical support metrics requires a deep understanding of support processes, data analysis, and continuous improvement techniques.
Process Improvement: Identifying areas of improvement and opportunities for advancement requires strong analytical skills, a customer-first mindset, and the ability to drive change and manage teams.

Learning & Development Opportunities:

Professional Development: ServiceNow offers professional development opportunities, such as training programs, workshops, and certifications, to support the growth and development of its employees.
Conference Attendance: ServiceNow encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in enterprise software and digital workflows.
Mentorship & Leadership Development: ServiceNow provides mentorship and leadership development opportunities to support the growth and development of its employees. The company encourages employees to take on new challenges and seek out mentorship opportunities to enhance their skills and advance their careers.

📝 Enhancement Note: The technical challenges for this role require strong technical skills, problem-solving abilities, and the ability to drive change and manage teams. The learning and development opportunities provided by ServiceNow support the growth and development of its employees, enabling them to enhance their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your experience with incident management and how you have successfully managed major operations outages and communications to customers.
Support Metrics: How have you exceeded support KPIs and critical technical support metrics in previous roles? What data analysis techniques have you used to identify areas of improvement and drive continuous improvement?
Process Improvement: Describe your experience with process improvement and how you have identified areas of improvement and opportunities for advancement in previous roles.

Company & Culture Questions:

Customer Focus: How do you ensure a customer-first mindset in your approach to technical support management? Can you provide an example of a time when you went above and beyond to ensure customer satisfaction?
Innovation: How do you foster a culture of innovation and continuous improvement within your team? Can you provide an example of a time when you drove innovation and improved processes or outcomes?
Collaboration: How do you foster a culture of collaboration and teamwork within your team? Can you provide an example of a time when you drove collaboration and achieved successful outcomes?

Portfolio Presentation Strategy: (N/A for this role)

ATS Keywords:

Programming Languages:

Python
Java
JavaScript
SQL
C++
C#
PHP
Ruby
Go
Swift
Kotlin

Web Frameworks:

React
Angular
Vue.js
Node.js
Express
Django
Flask
Ruby on Rails
Laravel
Spring Framework
ASP.NET

Server Technologies:

Apache
Nginx
Microsoft IIS
Tomcat
JBoss
WebLogic
WebSphere
GlassFish
Jetty
WildFly
Cloudflare
AWS (Amazon Web Services)
Microsoft Azure
Google Cloud Platform
IBM Cloud
Heroku
Netlify
Vercel
DigitalOcean
Linode
Vultr
Hetzner
OVH
Rackspace
Alibaba Cloud
Tencent Cloud
Oracle Cloud
VMware vSphere
Kubernetes
Docker
Terraform
Ansible
Puppet
Chef
SaltStack
Jenkins
Travis CI
CircleCI
GitLab CI/CD
Bamboo
Azure DevOps
GitHub Actions
GitHub
Bitbucket
GitLab
Perforce
Subversion
Mercurial

Databases:

MySQL
PostgreSQL
MongoDB
Redis
Cassandra
Couchbase
MariaDB
SQLite
Oracle Database
Microsoft SQL Server
Amazon RDS
Amazon DynamoDB
Amazon Redshift
Amazon Aurora
Microsoft Azure Cosmos DB
Microsoft Azure SQL Database
Google Cloud SQL
Google Cloud BigQuery
Google Cloud Firestore
Google Cloud Spanner
IBM Db2
IBM Informix
IBM Cloudant
SAP HANA
SAP Sybase
SAP ASE
SAP IQ
SAP BusinessObjects
SAP Analytics Cloud
SAP Data Hub
SAP Data Intelligence
SAP Data Warehouse
SAP ERP
SAP S/4HANA
SAP SuccessFactors
SAP Ariba
SAP Concur
SAP Fieldglass
SAP Jam
SAP Hybris
SAP Commerce Cloud
SAP Marketing Cloud
SAP Sales Cloud
SAP Service Cloud
SAP Work Zone for HR
SAP Work Zone for SuccessFactors
SAP Work Zone for Analytics
SAP Work Zone for Business Intelligence
SAP Work Zone for Planning
SAP Work Zone for Spend Management
SAP Work Zone for Procurement
SAP Work Zone for Travel
SAP Work Zone for Contingent Workforce
SAP Work Zone for Field Service Management
SAP Work Zone for Asset Management
SAP Work Zone for Inventory Management
SAP Work Zone for Plant Maintenance
SAP Work Zone for Production Planning
SAP Work Zone for Quality Management
SAP Work Zone for Environment, Health, and Safety
SAP Work Zone for Project Portfolio Management
SAP Work Zone for Project Management
SAP Work Zone for Resource Management
SAP Work Zone for Workforce Analytics
SAP Work Zone for People Analytics
SAP Work Zone for Workforce Planning
SAP Work Zone for Workforce Rewards
SAP Work Zone for Workforce Performance
SAP Work Zone for Workforce Learning
SAP Work Zone for Workforce Collaboration
SAP Work Zone for Workforce Engagement
SAP Work Zone for Workforce Administration
SAP Work Zone for Workforce Time Tracking
SAP Work Zone for Workforce Absence Management
SAP Work Zone for Workforce Benefits
SAP Work Zone for Workforce Compensation
SAP Work Zone for Workforce Succession
SAP Work Zone for Workforce Diversity & Inclusion
SAP Work Zone for Workforce Analytics for HR
SAP Work Zone for Workforce Analytics for Talent
SAP Work Zone for Workforce Analytics for Diversity & Inclusion
SAP Work Zone for Workforce Analytics for People
SAP WorkZone for Workforce Analytics for Workforce
SAP Work Zone for Workforce Analytics for Teams
SAP Work Zone for Workforce Analytics for Business
SAP Work Zone for Workforce Analytics for Finance
SAP Work Zone for Workforce Analytics for Operations
SAP Work Zone for Workforce Analytics for Sales
SAP Work Zone for Workforce Analytics for Marketing
SAP Work Zone for Workforce Analytics for Customer Service
SAP Work Zone for Workforce Analytics for IT
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Manager, Technical Support Management