Manager, Hardware Support Services

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Hardware Support Services team owns the maintenance and hardware break/fix process on all servers in our datacenters. We strive for high availability, high scalability, and high performance of all hardware.
As the Manager of our Ireland-based Hardware Support Services team, you'll be responsible for managing a technically diverse team of engineers with the primary responsibility of ensuring that servers in need of repair are diagnosed and repaired as quickly as possible while maintaining a high standard of quality. Additionally, you'll partner with our US team to ensure teams are always in sync on process, documentation, escalations, etc. You will also be responsible for developing goals and growth opportunities for your team.
What you get to do in this role:

• Lead and support the regional team based in Dublin, Ireland
• Partner with the U.S.-based and other regional managers to ensure the teams remain in sync on process, procedure, documentation, etc.
• Help define and develop metrics for senior leadership to understand the workload and performance of the team with an emphasis on future staffing needs and identifying opportunities for efficiency improvements
• Partner with various internal teams to help drive improvements to tools used by the team as required
• Work with our hardware vendors on support issues, as necessary

Qualifications
In order to be successful in this role, we need someone who has:

• 5+ years in a leadership role (Help Desk or Service Desk management is highly preferred)
• A well-rounded background in Information Technology, preferably with medium to large scale companies
• Deep technical understanding of enterprise class server hardware (e.g. Dell, HPE, etc.)
• Familiarity with enterprise storage systems recommended (SAN, iSCSI, NFS, etc.)

What you can expect from us:
At ServiceNow, we make work better for everyone - including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs - we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings :
Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.

• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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