Senior Mainframe Support Manager - Lead Teams with Equity

Broadcom; Plano (TX); Presencial; USD 111 000 - 177 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental and vision plans

401(k) participation with companyMatch

Employee Stock Purchase Program (ESPP)

Paid holidays, sick leave and vacation

Resumo da oferta

Broadcom in Plano, TX, is seeking a Senior Technical Support Manager to lead a team delivering world-class mainframe software support. The role focuses on coaching, incident resolution, and customer-focused leadership to ensure outcomes with minimal disruption.

The position requires 20+ years in management of mainframe support, a bachelor's in computer science, and legal authorization to work in the United States. This is an in-office role with strong coordination with R&D and product teams.

Qualificações

• 20+ years of management experience in mainframe software support or operations.
• Legal right to work in the US.
• This is a work-from-office position.
• Experience delivering world-class customer support for mainframe products.

Responsabilidades

• Lead, coach, and mentor teams of Technical Support Engineers with clear expectations for quality, responsiveness, and content.
• Provide coaching and performance reviews; monitor customer satisfaction and productivity metrics.
• Ensure timely, high-quality resolution of complex incidents and communicate with customers and executives.
• Participate in weekend rotation to handle Severity 1 issues and provide status updates.
• Identify proactive improvements via Support Campaigns, knowledge management, and AI-assisted initiatives.
• Collaborate with R&D on issues, requirements, and testing for new product capabilities.
• Prepare insights for leadership reviews and assist in renewals and expanded use opportunities.
• Oversee knowledge artifacts lifecycle and ensure accurate documentation.
• Plan headcount, skill development, and global coverage; participate in strategic updates.
• Collaborate with HR to attract, select, and onboard talent.

Conhecimentos

People leadership

Mainframe support

Incident management

Customer communication

Cross-functional collaboration

Performance metrics

Formação académica

Bachelor's Degree in Computer Science

Ferramentas

Descrição da oferta de emprego

Broadcom in Plano, TX, is seeking a Senior Technical Support Manager to lead a team delivering world-class mainframe software support. The role focuses on coaching, incident resolution, and customer-focused leadership to ensure outcomes with minimal disruption.

The position requires 20+ years in management of mainframe support, a bachelor's in computer science, and legal authorization to work in the United States. This is an in-office role with strong coordination with R&D and product teams.