MSD Support Manager

What you'll do

• Lead, coach, and mentor teams of Technical Support Engineers to ensure high case quality and responsiveness.
• Monitor and manage key metrics including customer satisfaction, productivity, timeliness, and knowledge management.
• Act as the management-level point of contact for critical customer issues and provide regular status updates to executives.
• Participate in the weekend Manager on Duty rotation to ensure timely responses to Severity 1 cases.
• Collaborate with R&D to assess technical solutions, define requirements, and provide the voice of the customer.
• Provide structured feedback to Product Management and R&D based on case trends, defects, and usability challenges.
• Oversee the lifecycle of technical knowledge artifacts, including creation, review, and retirement of documentation.
• Participate in strategic planning for headcount, skills training, global coverage models, and annual projects.

What we're looking for

• Proven experience leading mainframe technical support or operations teams.
• 20+ years of management and staff experience in a related area such as mainframe infrastructure software support or operations.
• Domain and product expertise in areas such as security, compliance, devops, databases, or workload automation.
• Strong written and verbal communication skills including facilitating meetings and delivering presentations.
• Proven leadership competencies including teamwork, collaboration, and reliability.
• Bachelor's Degree or global equivalent in Computer Science or a related technical discipline (preferred).
• Technical and professional certifications as applicable to support management (preferred).
• Must have the legal right to work in the US.