Technical Support Manager

Overview

In this role, you lead a distributed IT support team across EMEA and India, delivering global, high-quality employee support. You shape processes, coach staff, and tackle complex issues, ensuring fast, self-serve, and well-governed IT support. You drive a follow-the-sun model to extend coverage, manage SLAs, and coordinate with cross-functional partners. This position places you at the center of transforming IT support into automated, end-to-end service for Roku’s global workforce. You’ll couple hands-on leadership with strategic oversight to enable secure, productive operations.

Pay / Benefits

• global mental health and financial wellness resources
• healthcare (medical, dental, vision)
• life, disability, and retirement options
• time off following local policies
• accommodations in hiring process
• flexible hybrid working where applicable

Responsibilities

• Lead and develop a distributed IT support team across EMEA and India, owning hiring, performance, and development
• Deliver consistent, high-quality employee support globally using time-zone distribution for broad coverage
• Build and run a follow-the-sun coverage model with clear cross-region handoffs
• Own end-to-end employee support including incident response, onboarding/offboarding, and executive-level services
• Define SLAs and quality standards; track metrics and report to IT leadership
• Own IT service desk workflow and ticketing (Jira Service Management), drive runbook improvements
• Manage endpoint support (Windows, macOS, Linux) and enrollment/compliance with Secure Device Management
• Support identity and access operations including MFA enrollment and provisioning workflows
• Partner with Network Engineering and AV Technology for connectivity and on-site support
• Lead IT readiness for office moves, new-site builds, and events; support global events as needed
• Manage IT vendors and licenses; optimize hardware and asset usage
• Champion automation and self-service to shift from queue-clearing to higher-value support

Key requirements

• 8+ years in IT support / end-user computing
• 4+ years managing teams, with remote leadership across multiple countries/time zones
• Proven track record leading distributed or multi-site support for a global user base
• Hands-on endpoint and identity stack experience (Windows, macOS, Linux; Entra ID/Azure AD; Intune; JAMF)
• Experience with ITSM and ticketing (Jira Service Management)
• Metrics-driven with experience reporting to senior stakeholders
• Excellent communication and stakeholder-management skills, comfortable with executives
• Willingness to travel occasionally and work across global time zones
• Bias toward automation and self-service; interest in AI/agent-based tooling

• strong leadership and people management
• excellent communication and stakeholder management
• collaboration across regions and functions
• Windows (Intune)
• macOS (JAMF)
• Linux

…