📍 Job Overview

Job Title: Manager, Technical Support Management
Company: ServiceNow
Location: Tokyo, Tōkyō, Japan
Job Type: Hybrid (Twice a week at the office)
Category: Web Technology Management
Date Posted: June 25, 2025
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Strategic Leadership: Drive technical support strategy, exceed KPIs, and manage critical metrics for customer satisfaction and incident resolution.
Team Management: Lead, develop, and hire a technical team to deliver exceptional customer support and maintain a collaborative work environment.
Change & Incident Management: Oversee change management processes and drive incident management success, ensuring enhanced customer experiences.
Cross-Functional Collaboration: Work closely with cross-teams in support, development, and operations to resolve escalations and improve customer satisfaction.

📝 Enhancement Note: This role requires a strong leader with a customer-first mindset, exceptional communication skills, and the ability to manage teams and drive operational excellence in a complex, web-based service environment.

💻 Primary Responsibilities

Support KPI Management: Monitor, analyze, and improve support KPIs and critical technical support metrics, such as CSAT, Time to Resolution (TTR), and backlogs.
Team Leadership: Lead, mentor, and develop a technical support team, fostering a culture of collaboration and continuous improvement.
Change & Incident Management: Oversee change management processes, drive incident management success, and manage major operations outages and communications.
Customer Escalation Resolution: Own and bring to conclusion customer escalations by working with cross-teams in support, development, and operations.
Process Improvement: Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
Strategic Planning: Contribute to the company's vision, mission, and values, and align support strategies to meet business objectives.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong analytical skills, and the ability to make data-driven decisions to improve support performance and customer satisfaction.

🎓 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. Proven experience managing enterprise support in a large, complex web-based service environment.

Required Skills:

Proven track record of delivering on support metrics and managing support teams.
Strong analytical and problem-solving skills.
Excellent communication skills, both oral and written, in Japanese (full professional) and English (professional fluency).
Demonstrated 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.
Trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards.
Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Preferred Skills:

Experience with ServiceNow or similar ITSM platforms.
Familiarity with Agile methodologies and project management tools.
Knowledge of ITIL (Information Technology Infrastructure Library) framework.
Experience working in a global, multicultural environment.

📝 Enhancement Note: Candidates with experience in web-based service environments, customer support, and team leadership will be well-positioned for success in this role. Familiarity with AI integration and IT service management best practices is highly desirable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this management role. However, candidates should be prepared to discuss their experience and achievements in technical support management, team leadership, and process improvement.
Technical Documentation: Candidates should be able to provide examples of their approach to support KPI management, incident management, and process improvement, demonstrating their ability to analyze data, make informed decisions, and drive results.

💵 Compensation & Benefits

Salary Range: ¥8,000,000 - ¥12,000,000 per year (Based on experience and market standards for technical support management roles in Tokyo)

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Generous time off, including vacation, sick leave, and holidays.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.
Flexible work arrangements and remote work options.

Working Hours: Full-time (40 hours per week), with flexible work hours and twice-a-week on-site presence required.

📝 Enhancement Note: The provided salary range is based on market research for technical support management roles in Tokyo, considering experience level and regional cost of living. Benefits may vary based on the company's benefits package and local regulations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS) - IT Service Management (ITSM)

Company Size: Large (8,100+ employees worldwide)

Founded: 2004

Team Structure:

The technical support team is part of the Customer Support organization, which works closely with cross-functional teams, including development, operations, and product management.
The team consists of support engineers, team leads, and managers, with a flat hierarchy that encourages collaboration and agility.

Development Methodology:

ServiceNow follows Agile methodologies for product development and ITSM process improvement.
The company encourages continuous learning, innovation, and a customer-centric approach to problem-solving.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture is characterized by a strong focus on customer success, innovation, and continuous improvement. The company values collaboration, accountability, and a growth mindset, fostering an environment where employees can thrive and make a significant impact.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior management level, focusing on strategic leadership, team management, and process improvement in a web-based service environment.

Reporting Structure: The Manager, Technical Support Management reports directly to the Director, Customer Support or a similar role, depending on the regional structure.

Technical Impact: This role has a significant impact on customer satisfaction, incident resolution, and overall support performance. The manager is responsible for driving strategic initiatives that improve the customer experience and align with business objectives.

Growth Opportunities:

Career Progression: With proven success in this role, candidates may advance to director-level positions or explore other management opportunities within the Customer Support organization or broader ServiceNow ecosystem.
Technical Skill Development: The role offers opportunities to develop skills in AI integration, IT service management, and team leadership, as well as exposure to a wide range of web-based technologies and customer support challenges.
Leadership Development: This role provides experience in leading teams, driving change, and making strategic decisions, which are valuable skills for future leadership positions.

📝 Enhancement Note: ServiceNow offers a dynamic and fast-paced work environment with ample opportunities for career growth, skill development, and leadership experience. The company's global presence and commitment to innovation create an ideal setting for professionals seeking to advance their careers in web technology management.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and productivity.

Office Location(s): Ark Mori Building, 1-12-32 Akasaka, Minato-ku, Tokyo (35th/32nd Floor)

Workspace Context:

Collaboration: The office features open-plan workspaces, meeting rooms, and breakout areas designed to encourage collaboration and teamwork.
Technology: Employees have access to state-of-the-art hardware, software, and tools to perform their jobs effectively.
Work-Life Balance: ServiceNow offers flexible work arrangements, including remote work options and twice-a-week on-site presence, to support work-life balance.

Work Schedule: Full-time (40 hours per week), with flexible work hours and twice-a-week on-site presence required.

📝 Enhancement Note: ServiceNow's work environment fosters a culture of collaboration, innovation, and continuous learning. The company's commitment to employee well-being, flexible work arrangements, and modern office spaces create an ideal setting for professionals seeking to grow their careers in web technology management.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial qualifications.
On-site/Video Interview: A more in-depth discussion focusing on technical support management experience, leadership style, and problem-solving skills. Expect behavioral and situational interview questions.
Final Interview: A meeting with key stakeholders, such as the hiring manager or other senior leaders, to evaluate cultural fit, strategic thinking, and alignment with the company's vision and values.

Portfolio Review Tips:

Prepare examples of your approach to support KPI management, incident management, and process improvement, demonstrating your ability to analyze data, make informed decisions, and drive results.
Be ready to discuss your leadership style, team management experience, and strategic thinking in the context of technical support management.

Technical Challenge Preparation:

Brush up on your knowledge of AI integration, IT service management best practices, and web-based service environments.
Familiarize yourself with ServiceNow's ITSM platform and be prepared to discuss your experience with similar tools.

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: The interview process for this role is designed to assess candidates' technical support management experience, leadership skills, and cultural fit. Preparation should focus on demonstrating a strong track record of success in technical support management, strategic thinking, and a customer-centric approach to problem-solving.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this management role.

Backend & Server Technologies:

ServiceNow ITSM Platform: Proven experience with ServiceNow or similar ITSM platforms is highly desirable.
Web-Based Service Environment: Familiarity with web-based service environments and the challenges they present is essential.

Development & DevOps Tools:

Agile Project Management: Experience with Agile methodologies and project management tools is preferred.
ITIL Framework: Familiarity with ITIL (Information Technology Infrastructure Library) framework is beneficial.

📝 Enhancement Note: While this management role does not require hands-on experience with specific web technologies or tools, a solid understanding of web-based service environments, AI integration, and IT service management best practices is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Success: ServiceNow's primary focus is on delivering exceptional customer experiences and driving customer success through innovative, web-based service solutions.
Innovation: The company encourages continuous learning, innovation, and a growth mindset, fostering an environment where employees can thrive and make a significant impact.
Collaboration: ServiceNow values a collaborative work environment, with open communication, teamwork, and cross-functional collaboration being key to the company's success.
Accountability: The company expects employees to take ownership of their work, hold themselves accountable for results, and contribute to the company's overall success.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with cross-functional teams, including development, operations, and product management, to resolve escalations, improve customer satisfaction, and drive operational excellence.
Code Review Culture: Not applicable for this management role.
Knowledge Sharing: ServiceNow encourages knowledge sharing, technical mentoring, and continuous learning, with a strong focus on employee development and growth.

📝 Enhancement Note: ServiceNow's culture is characterized by a strong focus on customer success, innovation, and continuous improvement. The company values collaboration, accountability, and a growth mindset, fostering an environment where employees can thrive and make a significant impact in web technology management roles.

⚡ Challenges & Growth Opportunities

Technical Challenges:

AI Integration: Stay up-to-date with the latest AI trends and tools, and be prepared to leverage AI to improve support performance, incident resolution, and customer satisfaction.
Web-Based Service Environment: Understand the unique challenges and complexities of managing support in a web-based service environment, and develop strategies to address them effectively.
Customer Expectations: Manage customer expectations and ensure that support strategies align with business objectives and customer needs.

Learning & Development Opportunities:

AI Specialization: Pursue AI-related certifications, attend industry conferences, and engage in continuous learning to develop expertise in AI integration and decision-making.
IT Service Management: Stay current with IT service management best practices, trends, and emerging technologies to drive operational excellence and improve customer satisfaction.
Leadership Development: Seek out mentorship opportunities, attend leadership development programs, and engage in peer-to-peer learning to enhance your leadership skills and strategic thinking.

📝 Enhancement Note: This role presents numerous challenges and growth opportunities for technical support management professionals seeking to advance their careers in web technology management. By embracing a customer-centric approach, leveraging AI integration, and fostering a culture of continuous learning and improvement, candidates can thrive in this dynamic and fast-paced work environment.

💡 Interview Preparation

Technical Questions:

AI Integration: Prepare for questions about your experience with AI integration, decision-making, or problem-solving in technical support management roles.
Web-Based Service Environment: Be ready to discuss the unique challenges and complexities of managing support in a web-based service environment, and provide examples of your approach to addressing them.
Customer Expectations: Expect questions about managing customer expectations, ensuring alignment with business objectives, and driving customer satisfaction.

Company & Culture Questions:

ServiceNow Culture: Familiarize yourself with ServiceNow's company culture, values, and mission, and be prepared to discuss how your leadership style and management approach align with the company's vision.
Strategic Thinking: Prepare for questions that assess your strategic thinking, problem-solving skills, and ability to drive operational excellence in a complex, web-based service environment.
Team Management: Be ready to discuss your experience with team management, leadership development, and driving a culture of collaboration and continuous improvement.

Portfolio Presentation Strategy:

Support KPI Management: Prepare a presentation or case study demonstrating your approach to support KPI management, incident management, and process improvement, highlighting your ability to analyze data, make informed decisions, and drive results.
Leadership Style: Develop a clear and concise summary of your leadership style, team management experience, and strategic thinking, tailored to the technical support management role at ServiceNow.
Customer-Centric Approach: Showcase your commitment to a customer-centric approach to problem-solving, customer satisfaction, and driving business success through innovative, web-based service solutions.

📝 Enhancement Note: Preparation for the technical interview process should focus on demonstrating a strong track record of success in technical support management, strategic thinking, and a customer-centric approach to problem-solving. By tailoring your responses to ServiceNow's company culture, values, and mission, candidates can effectively showcase their qualifications and fit for this role.

📌 Application Steps

To apply for this web technology management position:

Update Your Resume: Highlight your experience in technical support management, team leadership, and process improvement, emphasizing your ability to drive operational excellence, exceed support KPIs, and manage critical technical support metrics.
Prepare Your Portfolio: Develop a presentation or case study demonstrating your approach to support KPI management, incident management, and process improvement, showcasing your ability to analyze data, make informed decisions, and drive results.
Research ServiceNow: Familiarize yourself with ServiceNow's company culture, values, and mission, and be prepared to discuss how your leadership style and management approach align with the company's vision.
Practice Interview Questions: Prepare for technical and behavioral interview questions, focusing on your experience in technical support management, strategic thinking, and a customer-centric approach to problem-solving.

⚠️ 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.

🛠 ATS Keywords

Programming Languages:

Python
Java
JavaScript
SQL

Web Frameworks:

ServiceNow ITSM Platform
Agile methodologies
ITIL framework

Server Technologies:

Web-based service environments
Cloud-based platforms
Hybrid cloud environments

Databases:

SQL databases
NoSQL databases
Cloud-based databases

Tools:

Project management tools
Collaboration tools
Customer relationship management (CRM) tools

Methodologies:

Agile methodologies
IT service management (ITSM) best practices
ITIL framework

Soft Skills:

Leadership skills
Team management
Strategic thinking
Problem-solving
Communication skills
Customer-centric approach
Change management
Incident management
Process improvement

Industry Terms:

Technical support management
Customer support
Web-based service environments
AI integration
IT service management
ITIL framework
Customer satisfaction (CSAT)
Time to Resolution (TTR)
Backlogs
KPIs
Metrics
Incident management
Change management
Customer escalations
Customer care
Operational efficiency
Process improvement
Customer expectations
Business objectives
Customer success
Innovation
Collaboration
Accountability
Growth mindset
Continuous learning
Leadership development
Portfolio requirements
Technical documentation
Salary range
Benefits
Working hours
Work arrangements
Remote work
Hybrid work
On-site work
Team structure
Development methodology
Career progression
Technical skill development
Leadership experience
Work environment
Office type
Office location
Work schedule
Interview process
Portfolio review tips
Technical challenge preparation
ATS keywords
Application steps
Company culture
Web technology values
Collaboration style
Technical challenges
Learning & development opportunities
Interview preparation
Portfolio presentation strategy

By strategically incorporating these web technology-relevant keywords throughout the enhanced job description, candidates can optimize their resumes and application materials for better visibility and a competitive edge in the application process.

Manager, Technical Support Management