Sr Manager, Technical Support Operations
About The Position
The Senior Manager, Technical Support Operations provides strategic leadership and direction for the Technical Support organization, including multiple technical support functions serving customers, field personnel, and key accounts. This role is responsible for developing and executing long-term operational strategies that enhance customer experience, improve organizational effectiveness, and support business growth. The position drives continuous improvement through process optimization, technology adoption, performance management, and talent development. Working cross-functionally with business leaders, this role ensures technical support operations are scalable, efficient, and aligned with organizational objectives.
Requirements
- Requires a Bachelor's degree in Business, Engineering, Operations Management, Technical Management, or a related discipline
- 10+ years of leadership experience in technical support, customer support, service operations, engineering support, or related environments
- 5+ years of experience leading managers and multi-functional support organizations
- Ability to analyze complex operational and business issues and develop effective solutions.
- Frequent use of computer equipment for communication, reporting, data analysis, and presentations.
- 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 travel occasionally to support business initiatives, meetings, training, or operational needs.
Nice To Haves
- Master's degree in Business Administration, Engineering Management, or a related discipline preferred.
- Experience leading organizations through growth, transformation, modernization initiatives, or technical support operations within the heating, ventilation, air conditioning, controls, building automation, or related industries preferred.
Responsibilities
- Provides strategic leadership and oversight for multiple technical support teams, ensuring alignment with organizational goals and customer service expectations.
- Develops and implements long-term operational plans, organizational roadmaps, and service delivery strategies that support business growth and operational excellence.
- Establishes performance standards, key performance indicators, reporting structures, and accountability measures to drive consistent results and continuous improvement.
- Leads organizational development initiatives focused on process improvement, workforce planning, knowledge management, and operational scalability.
- Collaborates with leadership across engineering, operations, customer service, information technology, and product management functions to improve support capabilities and customer outcomes.
- Identifies and implements opportunities to enhance efficiency through automation, self-service solutions, emerging technologies, and process improvements.
- Provides executive-level reporting, analysis, and recommendations related to technical support performance, customer trends, and organizational effectiveness.
- Promotes a culture of customer focus, innovation, continuous improvement, collaboration, and employee engagement across the organization.
- Hires, trains, coaches, counsels, and evaluates performance of direct reports.
- Developing business cases and recommendations for organizational investments, technology solutions, and operational improvements.
- Establishing and refining support processes, workflows, escalation procedures, and service delivery standards.
- Leading organizational change initiatives and supporting the successful adoption of new strategies, technologies, and business processes.
- Performing other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
