Technical Support Manager

Position:
Technical Services Manager - IT Manager

Company:
Roku

Location:
United Kingdom, Cambridge

Employment type:
Not specified

Work Arrangement:
Hybrid working environment; generally in-office Monday through Thursday, flexible remote work on Fridays.

Short Summary:
The Technical Support Manager will lead a distributed IT support team across EMEA and India, ensuring high-quality support for Roku employees globally. This role involves managing service standards, coaching team members, and addressing complex technical issues.

Responsibilities:
- Lead, coach, and grow a distributed IT support team across EMEA and India.
- Deliver a consistent, high-quality support experience to Roku employees globally.
- Build and operate a follow-the-sun coverage model.
- Own end-to-end employee support operations including incident response and onboarding.
- Define and maintain SLAs and quality standards; track and report on key metrics.
- Manage service desk workflow and ticketing in Jira Service Management.
- Oversee endpoint support across Windows, macOS, and Linux.
- Support identity and access operations.
- Partner with Network Engineering and AV Technology teams.
- Manage IT readiness for office moves and events.
- Champion Roku's shift to an agent-assisted, self-serve IT operating model.

Requirement:
- 8+ years experience managing global teams in IT support or end-user computing.
- Deep knowledge of enterprise endpoint and identity platforms across Windows, macOS, and Linux.
- Strong service management discipline and experience with ticketing platforms.
- Excellent communication and stakeholder management skills.
- Ability to work effectively across global time zones.
- Genuine interest in automation and AI in IT support.

Benefits:
- Global access to mental health and financial wellness support.
- Local benefits may include healthcare, life, accident, disability, and retirement options.
- Support for taking time off in accordance with local leave policies.