Technical Support Manager- VMware by Broadcom

• Lead and manage a team of VMware by Broadcom technical support professionals, ensuring the team provides timely, best-in-class technical assistance to customers
• Oversee day-to-day operations, ensuring service-level agreements (SLAs) are met, and providing coaching and guidance to team members
• Lead and/or participate in several ongoing programs, projects & initiatives
• Lead a team of skilled Technical Support Engineers, including interviewing & hiring, coordinating skills development & training, and optimizing individual & team performance
• Supervise, mentor, and coach the technical support team to improve performance and maintain a high level of customer service
• Conduct regular performance evaluations, and one-on-one meetings, and provide constructive feedback
• Manage team schedules, including shifts and coverage for peak times and holidays
• Monitor and manage day-to-day support operations to ensure customer issues are resolved in a timely and efficient manner
• Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores
• Handle escalated customer issues that require managerial attention
• Identify training needs and arrange appropriate training and development programs for team members
• Keep the team updated with the latest technology, tools, and processes to enhance support quality
• Prepare regular reports on team performance, customer feedback, and key operational metrics
• Ensure customer issues are resolved with empathy and professionalism
• Regularly review customer feedback to identify areas for service improvement
• Help the team to resolve escalated support incidents from our customers and partners

• Excellent English language skills both written and verbal
• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in technical support, with at least 2-3 years in as senior support engineer or team leader role
• Proven ability to manage, mentor, and motivate a team, with excellent decision-making and problem-solving abilities
• Ability to build a culture of collaboration, accountability, and continuous learning
• Ability to drive team engagement and foster a positive work environment
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences
• Emotional intelligence & conflict resolution skills to manage escalations professionally with customer-first mindset
• Experience in identifying and implementing process optimizations to enhance support efficiency
• Experience with virtualization, networking, and troubleshooting
• The ability to acquire skills and develop quickly is essential
• Willingness to work outside of normal business hours
• Previous experience in fast-paced technical support departments

Foreign language skills (German, French, or Spanish)