Sr Manager, Technical Support Operations

Job Description:
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.
Primary Duties:

- 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.

Education and Experience 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.

Work Environment:

- 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.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions.

The company reserves the right to revise this job description at any time.  The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.