IT Manager, Customer Support – ServiceNow; SNOW
Job in
Victoria, British Columbia, Canada
Listing for:
Integro Softwares Inc
Full Time
position
Listed on 2026-01-13
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant, Systems Administrator, IT Support
Job Description & How to Apply Below
Position: IT Manager, Customer Support – ServiceNow (SNOW)
Location: VictoriaPOSITION DESCRIPTION
Reporting to the IT leadership. The Manager plans, leads and manages the Customer Support Centre function and team. S/he ensures that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support team. The Manager is also the IT service management practice leader for the customer support division, facilitating continuous improvement in IT service management across IT functions.
The Manager contributes to service design, service level performance, and continuous operational improvement objectives and initiatives. S/he is responsible for implementing the processes, procedures and tools to execute on objectives. The position is based in Victoria (Client Location).
QUALIFICATIONS
Bachelor’s degree in Computer Science, IT, Business Administration, Commerce or in a related fieldA minimum of 5 years’ experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environmentMust have demonstrated IT service management leadership experienceMust have excellent customer-service, listening, communication and problem-solving skillsMust have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functionsMust have experience leading or participating in agile and/or lean initiativesITIL Intermediate certification or higher is preferredKnowledge of networking, telecom, server environments and related technologiesIn-depth knowledge of the Service Now platform is mandatoryQUALIFICATIONS
Leads IT service management practice developmentFacilitates continuous improvement of IT service managementParticipates in the planning, development and implementation of IT operational prioritiesActs as the business owner of service operations technologies including Service Now, identifies opportunities, and advises on how changes can be introduced and integrated to maximize business value and minimize service disruptionsManages and leads a team of Tier 1 technicians to provide exceptional customer serviceManages and leads a dedicated Service Now support teamDevelops, implements, monitors and maintains key support service processes including request management, problem management and incident managementDevelops, implements, monitors and maintains other support services and processes including the on- and off-boarding of employees and support for device refresh cyclesCollaborates with IT teams to develop, implement and maintain service level agreements (SLAs) and report on end-to-end service delivery performanceCollaborates with IT teams to develop, implement and maintain software and hardware asset management policies, processes and proceduresEnsures that end user requests are consistently and correctly prioritized and actionedContributes to the successful execution of new service delivery models and support strategiesOwns the resolution of any Customer Support issues end-to-end by coordinating resources, identifying resolution paths and providing relevant and clear communications to stakeholdersInteracts with partners, vendors, service providers, suppliers and customers and ensures services meet the needs of all end usersEstablishes and reviews metrics, utilization and costs, and performs continuous improvementCreates a supportive and healthy working environment within the Department by ensuring effective communication, promoting teamwork, providing opportunities for staff involvement into planning and recognizing employees' contributions and achievementsManages the financial resources within the overall allocated budget for assigned areas. Monitors financial reporting and status within the department and directs corrective action as neededMaintains current expert knowledge in the field by reviewing relevant materials and journals and maintaining appropriate professional and external contactsUndertakes special projects or assignments as requiredPerforms other related duties as requiredCOMPETENCIES
Customer Orientation
Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer/consumer and go out of their way to anticipate and meet customer/ consumer needs.
Team Management
Effective performers create and maintain functional work units. They understand the human dynamics of team formation and maintenance. They formulate team roles and actively recruit and select to build effective work groups.
High Standards
Effective performers possess a high inner work standard and shows pride in their work. They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.
Organization & Planning
Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated…
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