{"id":1727474,"url":"https://alion.io/job/ingram-micro-manager-technical-support-operations","title":"Manager, Technical Support & Operations","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":21000,"period":"year","method":"role_country_seniority_unknown","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-22T00:00:00Z","employer_posted_date":"2026-07-22","last_verified_at":"2026-10-07T22:57:36Z","board_verified":true,"closed_at":null,"days_open":78,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":78},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nRole Overview\nThe Technical Support& OperationsManager is accountable for managing and improving platform support operations for a region,domainor platform portfolio. The role requires technical acumen, problem-solvingstrengthand the ability to lead support teams delivering reliable,efficientand customer-focused service acrossXvantage, X4V, XI and related marketplace capabilities.\nThe managerestablishesoperational standards, performance discipline, escalation paths, documentation, knowledgepracticesand continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, VendorManagementand external partners to resolve issues and improve platform reliability and customer experience.\nKey Responsibilities\nLead,mentorand manage a technical support team responsible for platform support, operational stability, ticket resolution,escalationsand customer/vendor experience.\n\nSet clearobjectives, performance standards, operatingexpectationsand feedback routines to improve productivity,engagementand ownership.\n\nOversee daily support operations, ensuring user issues are triaged, progressed,resolvedand escalated effectively.\n\nEstablish andmaintaintiered or swarming support models for escalations, complexissuesand critical incidents, coordinating with global and cross-functional teams as needed.\n\nServe asescalationpoint for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendorteamsand external partners to drive resolution.\n\nDefine and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bugconversionand cost-to-serve improvements.\n\nIdentifyrecurring issues and process gaps; implement long-term solutions, streamlined processes, automationopportunitiesand continuous improvement actions.\n\nEnsure compliance with regional data privacy, security, support operating standards andrequireddocumentation practices.\n\nDevelop training plans, knowledge assets,runbooksand documentation to strengthen team capability and reduce reliance on tribal knowledge.\n\nProvide regular updates to leadership on operational performance, risks, escalations, customer impact, vendorissuesand progress against improvement objectives.\n\nRequired Experience & Skills\nArea\nRequirement\nExperience\n7+ years in technical support, platform support, SaaS operations, customer supportoperationsor related field; people management experiencerequired.\nTechnical Acumen\nAbility to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoringsignalsand support impact.\nLeadership\nExperience leading support teams, creating operating discipline, managingescalationsand building strong associate engagement.\nOperational Excellence\nStrong KPI management, process improvement, documentation, KCS/self-serviceand continuous improvement experience.\nStakeholder Management\nAbility to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.\nSuccessMetrics\nImproved MTTR, CSAT, response discipline, KCSadoptionand overall support quality.\n\nReduced recurring issues, avoidable escalations, ticketvolumeand cost-to-serve.\n\nStrongersupportreadiness for launches, releases, vendoronboardingand platform transitions.\n\nHigher team capability through training, knowledge management, documentedrunbooksand consistent operating standards.\n\nImproved collaboration with Product, Engineering, Vendor 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