IT Manager, Customer Support – ServiceNow

IT Manager, Customer Support is a key leadership role in the IT department at Integro-Softwares-Inc. The position reports directly to the IT leadership and is responsible for planning, leading, and managing the Customer Support Centre function and team.

The Manager ensures that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support team. They facilitate continuous improvement in IT service management across IT functions and contribute to service design, service level performance, and continuous operational improvement objectives and initiatives.

The role involves implementing processes, procedures, and tools to execute on objectives and collaborating with IT teams to develop, implement, and maintain service level agreements (SLAs) and report on end-to-end service delivery performance.

The Manager also leads a dedicated ServiceNow support team and manages the financial resources within the overall allocated budget for assigned areas.

Key qualifications include a Bachelor's degree in Computer Science, IT, Business Administration, Commerce or a related field, and a minimum of 5 years' experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment.