Technical Support Manager

Join Roku as a Technical Support Manager, where you'll lead a distributed IT support team across EMEA and India. You'll be responsible for setting service standards, coaching team members, and addressing complex technical issues. This hands-on leadership role involves managing end-to-end employee support operations, driving continuous improvement, and partnering with various teams. Embrace AI as a core tool in your work and enjoy benefits such as medical, wellness, and financial perks, unlimited paid time off, and work-from-home opportunities.

Missions

• Lead and manage a distributed IT support team across EMEA and India, ensuring high-quality support and service standards.
• Oversee end-to-end employee support operations, including incident response, request fulfillment, onboarding, offboarding, and executive-level support.
• Drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku's shift toward an agent-assisted, self-serve IT operating model.

Profil recherché

- Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent

- Relevant certifications (ITIL, Microsoft, Apple) are welcomed but not required

- Deep hands-on knowledge of modern enterprise endpoint and identity platforms, with cross-platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling)

- Excellent communication and stakeholder management skills, with comfort supporting and interfacing with executives and senior leadership

- Genuine interest in automation, self-service, and how AI and agent-based tooling can reshape IT support

- Experience partnering cross-functionally with Security, People, and Finance teams is a plus

- Exposure to AV and conference-room support at scale (Zoom Rooms or similar) is a plus

- 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing,

- Experience standing up or scaling IT support for new or growing international offices is a plus

- Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders

- Ability to work effectively across global time zones with willingness to travel occasionally between sites

- Demonstrated success leading a distributed or multi-site support function serving a global user base; experience managing a team or hub in India is strongly valued

- Familiarity with zero-trust networking (Tailscale), SD-WAN/wireless (Meraki), and DNS security (Umbrella) is a plus

- We're not looking for perfection in prompt crafting - we're looking for people who are curious, adaptive, and ready to integrate AI into their everyday work. If you're excited about using AI to accelerate your impact, you'll thrive here