Director - Mainframe Software Technical Support

Job Overview

This is an executive level position responsible for leading the implementation of business objectives for the WW Mainframe Software Technical Support team. The Director, Mainframe Software Technical Support leads, manages, and optimizes the customer‑facing software support function, drives operational efficiency via support case management, develops policies, manages budgets, and mentors the management team to ensure world class service and alignment with company goals.

The Director, Mainframe Software Technical Support also ensures long‑term team durability and that the global team delivers high‑quality technical assistance that meets key performance metrics (i.e. CSAT, NA%, iSLO, MTTR), manages escalations for complex customer‑reported issues, and ensures scalable support processes to enhance customer loyalty and partnership.

This position is also responsible for the professional development of a large worldwide team of direct reports to increase overall job satisfaction and employee performance.

• Ensure prompt and proper management of escalated product issues.
• Review workload/skill requirements for the global team.
• Measure team performance against goals and present to leadership during operational reviews.
• Frequently interact with functional peers to address issues and improve business operations.
• Ensure professional development of the team.
• Perform goal setting and performance management, including measurement and appraisal of managers, as well as career progressions of engineers and promotions for managers.
• Oversee daily support operations, including case management workflow, performance metrics and service levels to meet organizational goals.
• Develop and implement policies, procedures, and initiatives to improve efficiency, productivity, and service quality.
• Supervise, mentor, and evaluate managers, fostering a high‑performance culture.
• Manage departmental budgets, facility resources, and project timelines to ensure fiscal responsibility.
• Coordinate with other departments (e.g., Marketing, Sales, R&D, Education) to align support functions with overall company objectives.
• Maintain relationships with partners (e.g. Aggregators) and customers to support business operations.
• Develop and execute the vision for the Support organization, ensuring alignment with division goals and product complexity.
• Improve workflows, escalation paths, and self‑service knowledge management (AI/documentation) to enhance efficiency.
• Lead, mentor, and hire support managers and staff, conducting performance reviews and managing team goals.
• Act as a senior point of contact for high‑impact, critical, or complex customer issues.
• Collaborate with engineering and product teams to share customer insights, reducing friction and improving product quality.

Senior managerial staff. Manages the global Mainframe Software Technical Support organization and is accountable for the following activities:

• Lead the global team to meet the key technical support objectives via excellence in Case Management.
• Develop and implement technical support strategies, lead the global technical support team, and ensure the technical support efforts align with the company’s overall business objectives while meeting customer requirements.
• Collaborate with R&D, product management, marketing, sales, regional and product support managers.
• Mentor and develop the global technical support management team.
• Make global hiring, termination, and compensation decisions.
• Make global decisions and implement policies/procedures aligned with the technical support functional business area.
• Analyze and challenge current working methods to create improvements in processes and results.
• Resolve complex problems based on data analysis, personal knowledge and team input.
• Apply the latest technical support/company tools, principles, theories, procedures, and concepts.
• Lead and/or contribute to projects that have an impact on the company’s future direction.
• Use Rewards and Recognition Programs to keep employees engaged, motivated and satisfied.
• Perform resource management by collaborating with HR and recruiting agencies, interviewing and…