Sr Manager, Technical Support Operations

AAON•Tulsa, OK

About The Position

The Senior Manager, Technical Support Operations provides strategic leadership and direction for multiple technical support functions serving customers, field personnel, and key accounts. The role develops and executes long-term operational strategies to enhance customer experience, improve organizational effectiveness, and support business growth. It drives continuous improvement through process optimization, technology adoption, performance management, and talent development, while ensuring technical support operations are scalable, efficient, and aligned with organizational objectives. The position establishes operational plans, performance standards, reporting structures, and accountability measures; leads organizational development and change initiatives; and collaborates with leaders across engineering, operations, customer service, information technology, and product management. It also provides executive-level reporting and recommendations, promotes customer focus and employee engagement, and manages the development and performance of direct reports. The role primarily operates in a professional office environment and involves frequent computer use and interaction through meetings, presentations, and collaborative activities. Occasional travel to company facilities, customer locations, or industry events may be required. The employee must be able to perform the essential functions of the position; reasonable accommodations may be made upon request, absent undue hardship. Duties may change, and additional functions may be assigned.

Requirements

Bachelor's degree in Business, Engineering, Operations Management, Technical Management, or a related discipline, or an equivalent combination of education and experience.
10 or more years of leadership experience in technical support, customer support, service operations, engineering support, or related environments.
5 or more years of experience leading managers and multifunctional support organizations.
Ability to analyze complex operational and business issues and develop effective solutions.
Ability to communicate effectively with employees, customers, executives, and external stakeholders.
Ability to remain stationary for extended periods while performing office-based work.
Ability to use computer equipment for communication, reporting, data analysis, and presentations.

Nice To Haves

Master's degree in Business Administration, Engineering Management, or a related discipline.
Experience leading organizations through growth, transformation, or modernization initiatives.
Experience in technical support operations within heating, ventilation, air conditioning, controls, building automation, or related industries.

Responsibilities

Provide strategic leadership and oversight for multiple technical support teams, aligning their work with organizational goals and customer service expectations.
Develop and implement long-term operational plans, organizational roadmaps, and service delivery strategies that support business growth and operational excellence.
Establish performance standards, key performance indicators, reporting structures, and accountability measures to drive consistent results and continuous improvement.
Lead organizational development initiatives focused on process improvement, workforce planning, knowledge management, and operational scalability.
Collaborate with leadership across engineering, operations, customer service, information technology, and product management to improve support capabilities and customer outcomes.
Identify and implement efficiency improvements through automation, self-service solutions, emerging technologies, and process improvements.
Provide executive-level reporting, analysis, and recommendations concerning technical support performance, customer trends, and organizational effectiveness.
Promote customer focus, innovation, continuous improvement, collaboration, and employee engagement.
Hire, train, coach, counsel, and evaluate the performance of direct reports.
Develop business cases and recommendations for organizational investments, technology solutions, and operational improvements.
Establish and refine support processes, workflows, escalation procedures, and service delivery standards.
Lead organizational change initiatives and support adoption of new strategies, technologies, and business processes.
Perform other duties as assigned.
Travel occasionally to support business initiatives, meetings, training, or operational needs.