At a Glance
- Tasks: Lead a global IT support team and ensure top-notch service for Roku employees.
- Company: Join Roku, the leading TV streaming platform transforming how the world watches TV.
- Benefits: Enjoy flexible remote work, comprehensive health benefits, and a supportive work environment.
- Other info: Be part of a collaborative culture that values problem-solving and innovation.
- Why this job: Make a real impact in a fast-paced, innovative company while developing your leadership skills.
- Qualifications: 8+ years in IT support management with experience across multiple countries and time zones.
The predicted salary is between 63000 - 77000 £ per year.
Roku is changing how the world watches TV. Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.
The Technical Support Manager will lead a distributed IT support team based across EMEA and India, delivering a consistent, high-quality support experience to Roku employees across all global offices. This role is responsible for setting and maintaining service standards, coaching and developing team members, and stepping into complex technical problems when needed. The Technical Support Manager will build and optimize a follow-the-sun coverage model, leveraging the team's time-zone spread to ensure responsive support well beyond any single region. This position owns end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and executive-level support. The Technical Support Manager will drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku's shift toward an agent-assisted, self-serve IT operating model.
This is a hands-on leadership role that blends people management, process design, and cross-functional partnership with teams across Network Engineering, AV Technology, Security, and People Operations.
Responsibilities:
- Lead, coach, and grow a distributed IT support team based across EMEA and India, setting clear expectations and owning hiring, performance, and professional development.
- Deliver a consistent, high-quality support experience to Roku employees across all global offices, leveraging the team's time-zone distribution for broad, responsive coverage.
- Build and operate a follow-the-sun coverage model using EMEA and India working hours, with well-defined cross-region handoff processes.
- Own end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership.
- Define and maintain SLAs and quality standards; track and report on ticket volume, resolution time, first-contact resolution, onboarding completion, and CSAT to IT leadership.
- Manage service desk workflow and ticketing in Jira Service Management, including intake, triage, routing, escalation, and continuous improvement of runbooks and knowledge articles.
- Oversee endpoint support across Windows (Intune), macOS (JAMF), and Linux, including enrollment, compliance remediation, and hardware lifecycle, in partnership with the Secure Device Management team.
- Support identity and access operations including MFA enrollment, sign-in troubleshooting, and access request workflows, escalating policy matters to the Identity & Access team.
- Partner with Network Engineering on connectivity solutions and with AV Technology on conference room and company-wide event support across sites.
- Own IT readiness for office moves, expansions, new-site builds, and executive or company events within EMEA and APAC, and support global events as needed.
- Lead onboarding and offboarding execution to ensure new hires are fully operational on day one and departing employees are cleanly deprovisioned.
- Manage IT vendors, contractors, and smart-hands providers across EMEA and APAC, and track hardware and license consumption.
- Champion Roku's shift to an agent-assisted, self-serve IT operating model by identifying high-volume, repetitive work suited to automation and guiding the team toward higher-value support and governance activities.
- Serve as the primary IT point of contact and escalation point for the EMEA and APAC regions.
Experience:
- 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing.
- 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.
- Deep hands-on knowledge of modern enterprise endpoint and identity platforms, with cross-platform experience across Windows, macOS, and Linux.
- Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent.
- Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders.
- Excellent communication and stakeholder management skills, with comfort supporting and interfacing with executives and senior leadership.
- Ability to work effectively across global time zones with willingness to travel occasionally between sites.
- Genuine interest in automation, self-service, and how AI and agent-based tooling can reshape IT support.
- Experience standing up or scaling IT support for new or growing international offices is a plus.
- Familiarity with zero-trust networking, SD-WAN/wireless, and DNS security is a plus.
- Exposure to AV and conference-room support at scale is a plus.
- Experience partnering cross-functionally with Security, People, and Finance teams is a plus.
- Relevant certifications (ITIL, Microsoft, Apple) are welcomed but not required.
Hybrid Working:
Roku fosters an inclusive and collaborative environment where teams generally work in the office Monday through Thursday. Fridays are generally flexible for remote work, except for employees whose specific roles or assigned office location require five days' a week attendance.
Benefits:
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare, life, accident, disability, commuter, and retirement options. Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs.
Accommodations:
Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law.
Culture:
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We appreciate a sense of humour and believe that independent thinkers with big ideas can accomplish extraordinary things through collaboration and trust.
Technical Support Manager in Milton employer: Roku, Inc.
At Roku, we pride ourselves on being an excellent employer that fosters a collaborative and supportive work environment. As a Senior Technical Services Engineer, you'll have the chance to work with a globally connected IT team, tackling diverse technical challenges while enjoying comprehensive benefits including mental health support and flexible leave policies. Our commitment to employee growth and a culture of innovation ensures that you can make a meaningful impact while advancing your career in a fast-paced, dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Milton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Roku, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Roku, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager in Milton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Roku, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Roku, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Roku, Inc.!
How to prepare for a job interview at Roku, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
