{"id":1673778,"url":"https://alion.io/job/hewlett-packard-senior-manager-global-print-software-support-ats","title":"Senior Manager, Global Print Software Support (ATS)","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":136,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":153000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-26T02:28:51Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Senior Manager, Global Print Software Support (ATS)Description -\nOverview\nThe Senior Manager, Global Print Software Support leads HP's global organization responsible for support delivery for HP and partner print software solutions. This role owns the Advanced Technical Support (ATS) operating model, ensuring effective intake, troubleshooting, escalation management, issue resolution, and customer communications across enterprise, managed services, channel, and direct customer environments.\nThe team provides expert support for complex software, cloud, workflow, security, connectivity, and ISV-related issues. The leader is accountable for operational excellence, customer satisfaction, escalations, technical support transformation, and continuous improvement.\nSuccess requires strong leadership across support, engineering, product management, sales, services, partner alliances, and executive stakeholders to protect customer relationships, enable revenue growth, and deliver best-in-class customer support experiences.\nReporting to the DS Print organization, this role leads a global management team responsible for regional support operations, escalations, quality, process improvement, and team development.\nKey Responsibilities\nGlobal Support Operations\nLead worldwide Print Software Support operations across AMS, EMEA, and APJ.\nOwn support processes including intake, triage, diagnosis, mitigation, resolution, and case closure.\nDrive operational performance through customer satisfaction, response times, backlog management, case quality, and service-level metrics.\nCustomer & Escalation Leadership\nEnsure ATS teams maintain ownership of complex customer issues through resolution.\nLead major incidents, executive escalations, and revenue-impacting customer situations.\nProvide clear customer, executive, and stakeholder communications during critical events.\nCross-Functional Resolution\nPartner with engineering, product teams, ISVs, account teams, services, and sales organizations to resolve complex issues.\nDrive root-cause analysis and coordinate defect remediation while maintaining customer ownership.\nRevenue Protection & Business Enablement\nSupport customer retention, renewals, deployments, and revenue growth initiatives.\nPartner with sales and go-to-market teams to ensure successful customer outcomes and software adoption.\nSupport Transformation\nDrive modernization of support operations through AI, automation, analytics, knowledge management, and proactive customer engagement.\nImprove case routing, issue detection, reporting, and operational efficiency.\nOperational Excellence\nEstablish dashboards, reporting, and metrics to provide visibility into support performance.\nUse data-driven insights to improve customer experience and operational effectiveness.\nPeople Leadership\nLead and develop a globally distributed team of managers and technical leaders.\nBuild technical expertise, knowledge management practices, and organizational capability.\nDrive consistency, accountability, and adoption of global processes.\nRequired Experience\nLeadership experience in enterprise software support, technical support, managed services, cloud operations, or related customer-facing technology organizations.\n15 years relative experience to include 5+ years in people leadership\nExperience leading global technical teams across multiple regions and time zones.\nProven success managing major incidents, executive escalations, and customer communications.\nStrong understanding of support operations, incident management, problem management, SLAs, and ITIL-based practices.\nExperience collaborating with engineering, product management, sales, services, partners, and ISVs.\nDemonstrated ability to drive operational transformation, process improvement, and organizational change.\nStrong business acumen with the ability to connect support performance to customer retention, revenue protection, and business growth.\nPreferred Experience\nHP Print Software, Managed Print Services, or enterprise print workflow technologies.\nPrint software ecosystems including HP Advance, Security Manager, Secure Print, Web Jetadmin, Workpath, and related solutions.\nExperience working with ISVs such as PaperCut, Tungsten, LRS, YSoft, Pharos, and similar partners.\nCRM, CMDB, ITSM, and support operations platforms.\nLeadership Competencies\nCustomer-first mindset\nCrisis leadership\nExecutive communication\nCross-functional influence\nOperational excellence\nTransformation leadership\nTechnical credibility\nTalent development\nSuccess Measures\nImproved customer satisfaction and support responsiveness.\nHigh-quality management of critical escalations and major incidents.\nAchievement of operational performance targets and service-level commitments.\nStrong collaboration with engineering, product, sales, and ISV partners.\nSuccessful implementation of support modernization and AI initiatives.\nProtection of customer retention, revenue continuity, and business growth.\nCompensation and Benefits\nThe pay range for this role is $105,050.00 - 152,350.00USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.\nBenefits:\nHP offers a comprehensive benefits package for this position, including:\nHealth insurance\nDental insurance\nVision insurance\nLong term/short term disability insurance\nEmployee assistance program\nFlexible spending account\nLife insurance\nGenerous time off policies, including;\n4-12 weeks fully paid parental leave based on tenure\n11 paid holidays\nAdditional flexible paid vacation and sick leave (US benefits overview)\nThe compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (United States of America)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":6955,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Equity","Health insurance","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T07:36:16Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.52,"p_room":0.55,"age_days":24,"expected_fill_days":18,"reasons":["conf:4","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/hewlett-packard-senior-manager-global-print-software-support-ats","json_url":"https://alion.io/job/hewlett-packard-senior-manager-global-print-software-support-ats.json","meta":{"generated_at":"2026-10-26T05:26:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7334,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhewlett-packard-senior-manager-global-print-software-support-ats"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhewlett-packard-senior-manager-global-print-software-support-ats"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhewlett-packard-senior-manager-global-print-software-support-ats"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hewlett-packard-senior-manager-global-print-software-support-ats\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhewlett-packard-senior-manager-global-print-software-support-ats"}]}