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Director – Mainframe Software Technical Support at Broadcom | JobVerse
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Director – Mainframe Software Technical Support
Broadcom
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Director – Mainframe Software Technical Support
Durham, North Carolina, United States of America
Full Time
2 hours ago
$160,300 - $256,500 USD
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Key skills
Project Management
Mentoring
About this role
Role Overview
Lead the implementation of business objectives for the WW Mainframe Software Technical Support team
Manage and optimize the customer-facing software support function
Drive operational efficiency via support case management
Develop policies, manage budgets, and mentor the management team
Ensure long-term team durability delivering high-quality technical assistance
Manage escalations for complex customer-reported issues
Improve workflows, escalation paths, and self-service knowledge management
Requirements
Bachelor's Degree or global equivalent in Computer Science, Data Science, Information Technology, or related field
18+ years of Technical Support or IT experience
6 years of management experience
Project management experience/discipline
Crisis management skills
Strong coaching and mentoring skills
Knowledge-Centered Service (KCS) certification preferred
Benefits
Medical, dental and vision plans
401(K) participation including company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company paid holidays
Paid sick leave and vacation time
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