Director - Mainframe Software Technical Support

Broadcom•Durham, NC

About The Position

This is an executive level position responsible for leading the implementation of business objectives for the WW Mainframe Software Technical Support team. The Director, Mainframe Software Technical Support leads, manages, and optimizes the customer-facing software support function, drives operational efficiency via support case management, develops policies, manages budgets, and mentors the management team to ensure world class service and alignment with company goals. The Director, Mainframe Software Technical Support also ensures long term team durability and that the global team delivers high-quality technical assistance that meets key performance metrics (i.e. CSAT, NA%, iSLO, MTTR), manages escalations for complex customer-reported issues, and ensures scalable support processes to enhance customer loyalty and partnership. This position is also responsible for the professional development of a large worldwide team of direct reports to increase overall job satisfaction and employee performance.

Requirements

Bachelor's Degree or global equivalent in Computer Science, Data Science, Information Technology, is preferred - or related field or work experience demonstrating leadership skills and a high level of technical aptitude.
Typically, 18 years of Technical Support or IT experience and familiar with industry concepts and practices.
6 years of management experience.
Project management experience/discipline with the ability to successfully develop programs and drive them to completion.
Excellent written and oral communication skills; excellent presentation and public speaking skills, crisis management skills.
Self-motivated and able to effectively manage activities with minimal supervision.
Ability to collaborate across the organization to solve problems.
Strong coaching and mentoring skills.
Demonstrate the use of interpersonal and social skills in individual and group settings, including: Actively listening to what other people are saying. Verbally communicating fluently and confidently with subordinates, peers and senior-level management. Presenting written communication in appropriate formats with good grammar and punctuation. Instructing, coaching and mentoring to improve performance and employee development. Networking to proactively establish a variety of contacts and build new relationships. Negotiating to reconcile differences and produce an agreement. Recognizing and resolving conflict through collaboration and consensus.
Experience in team supervision and leadership: Evaluate and assess the processes and results of a team. Give instructions and measure the accomplishment of a task. Set goals and provide appropriate feedback. Motivate a group of people toward a common goal. Provide guidance or direction in new situations.
High-level understanding of the product portfolio from a functional, business and market perspective.
18+ years of experience in the IT software industry with at least 10 years of customer support experience.
Broad understanding of the IT industry trends and directions.
Previous experience in technical support leadership and/or software development leadership roles.

Nice To Haves

Knowledge-Centered Service (KCS) certification preferred.

Responsibilities

Ensure prompt and proper management of escalated product issues.
Review workload/skill requirements for the global team.
Measure team performance against goals and present to leadership during operational reviews.
Frequently interact with functional peers to address issues and improve business operations.
Ensure professional development of the team.
Perform goal setting and performance management, including measurement and appraisal of managers, as well as career progressions of engineers and promotions for managers.
Oversee daily support operations, including case management workflow, performance metrics and service levels to meet organizational goals.
Develop and implement policies, procedures, and initiatives to improve efficiency, productivity, and service quality.
Supervise, mentor, and evaluate managers, fostering a high-performance culture.
Manage departmental budgets, facility resources, and project timelines to ensure fiscal responsibility.
Coordinate with other departments (e.g., Marketing, Sales, R&D, Education) to align support functions with overall company objectives.
Maintain relationships with partners (e.g. Aggregators) and customers to support business operations.
Develop and execute the vision for the Support organization, ensuring alignment with division goals and product complexity.
Improve workflows, escalation paths, and self-service knowledge management (AI/documentation) to enhance efficiency.
Lead, mentor, and hire support managers and staff, conducting performance reviews and managing team goals.
Act as a senior point of contact for high-impact, critical, or complex customer issues.
Collaborate with engineering and product teams to share customer insights, reducing friction and improving product quality.
Lead the global team to meet the key technical support objectives via excellence in Case Management.
Develop and implement technical support strategies, lead the global technical support team, and ensure the technical support efforts align with the company’s overall business objectives while meeting customer requirements.
Collaborate with R&D, product management, marketing, sales, regional and product support managers.
Mentor and develop the global technical support management team.
Make global hiring, termination, and compensation decisions.
Make global decisions and implement policies/procedures aligned with the technical support functional business area.
Analyze and challenge current working methods to create improvements in processes and results.
Resolve complex problems based on data analysis, personal knowledge and team input.
Apply the latest technical support/company tools, principles, theories, procedures, and concepts.
Lead and/or contribute to projects that have an impact on the company’s future direction.
Use Rewards and Recognition Programs to keep employees engaged, motivated and satisfied.
Perform resource management by collaborating with HR and recruiting agencies, interviewing and assessing suitable candidates to hire appropriately qualified personnel.
Encourage employees to take ownership of their personal career planning and empower their independence and decision making.
Responsible for global technical support, working with Product and Regional Support Managers and global Engineers to ensure goals are met.
Address customer concerns brought to attention by engaging the appropriate Support Engineer(s)/Manager(s) to resolve.
Review and approve periodic expenses, absence requests, daily work schedules.
Determine how to use resources to meet goals and schedules.
Assign projects or special assignments to team members.
Determine, track, and communicate key performance metrics.
Restructuring teams for better support coverage, hiring decisions.
Implement process changes where required.
Demonstrate a global focus.