Sr Manager, Technical Support Operations

• 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.

Primary duties may include, but are not limited to:

• 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., * Primarily performs work in a professional office environment.
• Frequent interaction with employees, customers, and business partners through meetings, presentations, and collaborative activities.
• Regular use of standard office equipment and technology.
• May require occasional travel to company facilities, customer locations, or industry events.
• Compliance with all applicable company policies, procedures, and safety 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;
• or any combination of education and experience, which would provide an equivalent background.
• 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.

Essential Mental and Physical Functions:

• 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.