Senior Mainframe Support Leader – Customer-Driven Excellence

Broadcom

Plano (TX)

On-site

USD 111,000 - 177,000

Full time

3 days ago

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Benefits offered by this job

Discretionary annual bonus

Equity awards

Job summary

Broadcom is seeking a Senior Technical Support Manager for Mainframe Software in Plano, TX. You will lead and coach teams delivering world-class mainframe support, ensuring timely resolution of complex incidents and proactive customer communications.

The role emphasizes coaching, performance reviews, and continuous improvement across processes and tools. You will collaborate with R&D and Product Management, drive knowledge management, and participate in strategy for global coverage and talent

Qualifications

20+ years of management and staff experience in mainframe infrastructure software support or related areas.
Proven experience leading large support teams with emphasis on incident resolution, metrics, and customer satisfaction.
Strong written and verbal communication; ability to present to executives.

Responsibilities

Lead, coach, and mentor Technical Support Engineers with clear expectations on case quality and responsiveness.
Monitor metrics for customer satisfaction, productivity, and knowledge management; provide recommendations.
Ensure timely, high‑quality resolution of complex incidents and communicate with customers at all levels.