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# Sr Manager, Technical Support Operations

- **Company:** Aaon Inc
- **Location:** Tulsa, OK, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Knowledge Management, Computer Equipment, Information Technology
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=93d2f4f3ec675b13

## About the Role

* 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.

## Description

* 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.