Senior Mainframe Support Leader

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

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.