MSD Support Manager

MainframeMaster; Plano (TX); On-site; USD 111,000 - 177,000; Full time

Benefits offered by this job

Medical plan

401K matching

ESPP

Job summary

Broadcom's USA office in Plano, TX seeks a Senior Technical Support Manager for mainframe software. You lead teams of Technical Support Engineers, shape case quality, drive metrics, and ensure high‑impact incident resolutions with proactive customer engagement.

You''ll interface with R&D, manage staffing and training roadmaps, and contribute to strategic value reviews. The role is a work‑from‑office position requiring extensive leadership experience in mainframe support.

Qualifications

• 20+ years of management and staff experience in mainframe infrastructure software support or mainframe infrastructure operations.
• Strong written and verbal communication skills including facilitating meetings and delivering presentations.
• Experience leading large teams and managing critical customer incidents with a customer-first mindset.

Responsibilities

• Lead, coach, and mentor teams of Technical Support Engineers with clear expectations for case quality and timely resolutions.
• Monitor and manage metrics related to customer satisfaction, productivity, timeliness, and knowledge management.
• Act as the management-level point of contact for critical customer issues and provide regular status updates to customers and executives.

Skills

Mainframe experience

Leadership

Communication skills

Cross-functional collaboration

Education

Bachelor's Degree in Computer Science or related field

Job description

# MSD Support ManagerBroadcom (CA Technologies)Full-timeUSA-TX Plano Legacy Drive Suite 7000 viewsPosted October 13, 2026## Job DescriptionPlease Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:**Mainframe** Software, Senior Technical Support ManagerOverviewThis position is responsible for leading teams that deliver world-class support for **mainframe** softwareproducts to ensure that our customers achieve their desired business outcomes on time with minimaldisruption. The Senior Technical Support Manager fosters a high-performance customer-first culturegrounded in empathy, dedication, knowledge, and skills.Key Responsibilities Lead, coach, and mentor teams of Technical Support Engineers setting clear expectations for casequality, responsiveness, and technical content. Provide frequent coaching and periodic performance reviews for individual employees. Monitorand manage metrics associated with customer satisfaction, productivity, timeliness, case hygiene,and knowledge management. Perform case reviews to provide specific recommendations regardingthe items noted above plus case communications (e.g. comments, summaries, and resolutions). Ensure timely, high‐quality resolution of complex customer incidents. Act as themanagement‐level point of contact for critical or highly visible customer issues, ensuringtransparent and frequent communication with the customer. Convene internal teams, settimelines, 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 andappropriate responses. Provide customer value beyond traditional case solving by delivering proactive solutions throughSupport Campaigns and Expert Change Planning. Stay current with **mainframe** best practices andtranslate these into actionable guidance for customers. Work closely with R&D on specific customer issues to assess alternatives and solution progresswhile providing the voice of the customer throughout. Also work with R&D on requirementsdefinition 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 toProduct Management and R&D based on case trends, defects, and adoption and usabilitychallenges. Assist in product adoption, renewals, and expanded use opportunities. Champion continuous improvement initiatives across processes and tools to increase the efficiencyand effectiveness of support delivery in areas including case management, testing, and productsupport insights. Utilize approved AI products to enable and accelerate these efforts. Oversee the quality and lifecycle of knowledge artifacts associated with specific products: ensurecreation, review, de‐duplication, and retirement of technical knowledge for internal and externalusers. Participate in strategy and planning for technical support. This includes headcount, skills andproduct training roadmap, global coverage model, and annual projects. Also provide inputs forbusiness 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 anddelivering presentations. Teamwork, collaboration, reliability, and proven leadership competencies.Preferred EducationBachelor's Degree or global equivalent in Computer Science or a related technical discipline.Technical and professional certifications as applicable to support managementWork Experience20+ 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.#BroadcomsoftwareCompensation and BenefitsThe annual base salary range for this position is USD 110,800.00 To USD 177,300.00As a valued member of our team, you'll 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.