MSD Support Manager

Broadcom; Chicago (IL); On-site; USD 111,000 - 177,000; Full time

Benefits offered by this job

Discretionary annual bonus

Job summary

Broadcom is seeking a Senior Technical Support Manager for mainframe software to lead and develop high‑performing support teams. You will drive timely, high-quality incident resolution and coordinate with R&D to shape product capabilities.

Role requires 20+ years in related areas with a US work authorization; a bachelor’s in CS and strong leadership, coaching, and customer-centric approach are essential. Office-based in the United States with global scope.

Qualifications

• Must have proven leadership of technical support or operations teams.
• Strong domain expertise in mainframe software and related technologies.
• Excellent written and verbal communication; able to present to executives and customers.

Responsibilities

• Lead and mentor Technical Support Engineers, setting expectations for case quality and responsiveness.
• Coach and conduct performance reviews; monitor customer satisfaction, productivity, and knowledge management.
• Ensure timely resolution of complex incidents; act as escalation point for critical issues and provide regular status updates to customers and account teams.
• Collaborate with R&D to address customer issues and define requirements for new capabilities.
• Drive continuous improvement across processes and tools, including knowledge management and AI-assisted initiatives.
• Contribute to strategic planning for headcount, training, and global coverage.

Skills

Leadership

Mainframe knowledge

Customer focus

Communication

Team management

Education

Bachelor's Degree in Computer Science

Tools

Performance metrics

Incident management tools

Job description

Mainframe Software, Senior Technical Support Manager Overview

This position is responsible for leading teams that deliver world-class support for mainframe software products to ensure that our customers achieve their desired business outcomes on time with minimal disruption.

The Senior Technical Support Manager fosters a high-performance customer-first culture grounded in empathy, dedication, knowledge, and skills.

Key Responsibilities

• Lead, coach, and mentor teams of Technical Support Engineers setting clear expectations for case quality, responsiveness, and technical content.


• Provide frequent coaching and periodic performance reviews for individual employees. Monitor and manage metrics associated with customer satisfaction, productivity, timeliness, case hygiene, and knowledge management. Perform case reviews to provide specific recommendations regarding the items noted above plus case communications (e.g. comments, summaries, and resolutions).


• Ensure timely, high-quality resolution of complex customer incidents. Act as the management-level point of contact for critical or highly visible customer issues, ensuring transparent and frequent communication with the customer. Convene internal teams, set timelines, and provide regular status updates to customers, executives, and account teams.


• Participate in the weekend Manager on Duty rotation to ensure Severity 1 cases receive timely and appropriate responses.


• Provide customer value beyond traditional case solving by delivering proactive solutions through Support Campaigns and Expert Change Planning. Stay current with mainframe best practices and translate these into actionable guidance for customers.


• Work closely with R&D on specific customer issues to assess alternatives and solution progress while providing the voice of the customer throughout. Also work with R&D on requirements definition and internal testing for new product capabilities.


• Prepare Support Insights in collaboration with Technical Consulting, Education, and Mainframe Business Specialists for periodic Value Stream Leadership reviews. Provide structured feedback to Product Management and R&D based on case trends, defects, and adoption and usability challenges. Assist in product adoption, renewals, and expanded use opportunities.


• Champion continuous improvement initiatives across processes and tools to increase the efficiency and effectiveness of support delivery in areas including case management, testing, and product support insights. Utilize approved AI products to enable and accelerate these efforts.


• Oversee the quality and lifecycle of knowledge artifacts associated with specific products: ensure creation, review, de-duplication, and retirement of technical knowledge for internal and external users.


• Participate in strategy and planning for technical support. This includes headcount, skills and product training roadmap, global coverage model, and annual projects. Also provide inputs for business reviews and operational updates to senior leadership that highlight achievements, risks, and investment areas for mainframe support.


• Partner with HR to attract, select, and onboard Technical Support talent.

Skills & Competencies

• X to Y years (or "Proven experience") leading mainframe technical support or operations teams. 15 or more direct reports are typical for Broadcom Support Managers.


• Domain and product expertise as aligned to specific teams, e.g. security and compliance, devops, databases, workload automation, monitoring and performance, output management, storage management, etc.


• Strong written and verbal communication skills including facilitating meetings and preparing and delivering presentations.


• Teamwork, collaboration, reliability, and proven leadership competencies.

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or a related technical discipline. Technical and professional certifications as applicable to support management.

Work Experience

20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations. Candidate must have the legal right to work in the US. This is a work-from-office position.

Compensation and Benefits

The annual base salary range for this position is USD 110,800.00 To USD 177,300.00. As a valued member of our team, you will be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

Welcome! Thank you for your interest in Broadcom! We are a global technology leader that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions. For more information please visit our video library and check out our Connected by Broadcom series.

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