Manager of Technical Support in Cambridge

Responsibilities

• Roku’s IT Infrastructure & Support organization keeps every Roku employee productive and secure, from day-one onboarding through daily support and endpoint protection
• We run a modern, cloud-first stack and are actively reshaping IT into an agent-assisted operating model that puts fast, self-serve resolution ahead of ticket queues
• This role owns a global slice of the employee support experience through a team based across EMEA and India, and is the primary IT point of contact and escalation point for the EMEA and APAC regions
• Team: IT Infrastructure & Support (Enterprise Engineering)
• Reports to: Director, IT Infrastructure & Support
• Scope: People-manager role leading a distributed IT support team based across EMEA and India, delivering support to Roku employees across all offices globally, and serving as the primary IT point of contact and escalation point for the EMEA and APAC regions
• You will lead a decentralized IT support team with staff based across EMEA and India (Bengaluru).

While your team is anchored in these regions, your mandate is global: the team you lead supports Roku employees across all offices, using its time-zone spread to extend responsive coverage well beyond any single region

• You are accountable for support quality, responsiveness, and consistency for the employees your team serves, and you are the primary IT point of contact and escalation point for the EMEA and APAC regions
• This is a hands-on leadership role: you set the process, coach the team, and step into the hardest problems yourself
• Lead, coach, and grow a distributed IT support team based across EMEA and India (Bengaluru), setting clear expectations and owning hiring, performance, and development
• Deliver a consistent, high-quality support experience to Roku employees across all offices globally, using the team’s time-zone distribution to provide broad, responsive coverage
• Build and run a follow-the-sun coverage model that leverages EMEA and India working hours to extend support across the global employee base, with clear cross-region handoffs
• Own end-to-end employee support for your scope: incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership and executives
• Define and hold SLAs and quality standards; track ticket volume, resolution time, first-contact resolution, onboarding completion, and CSAT, and report performance to IT leadership
• Own the service desk workflow and ticketing (Jira Service Management), including intake, triage, routing, and escalation, and drive continuous improvement of runbooks and knowledge
• Manage endpoint support across Windows (Intune), mac OS (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 requests through our provisioning workflows, escalating policy issues to the Identity & Access team
• Partner with Network Engineering on connectivity (Meraki, Tailscale, Umbrella) and with AV Technology on conference room and all-hands support across sites
• Own IT readiness for office moves, expansions, new-site builds, and executive or company events within your regions, and support global events as needed
• Lead onboarding and offboarding execution so new hires are fully set up on day one and leavers are cleanly deprovisioned, in coordination with People and the identity team
• Manage IT vendors, contractors, and smart-hands providers in your regions, and track hardware and license consumption
• Champion Roku’s shift to an agent-assisted, self-serve IT operating model: identify high-volume, repetitive work suited to automation and help move the team from queue-clearing toward higher-value support and governance
• Serve as the primary IT point of contact and escalation point for the EMEA and APAC regions

Benefits

• Medical, wellness and financial benefits
• Free snacks and access to the company fitness center
• Unlimited paid time off policy
• Work from home opportunities

Qualifications

• Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders
• Proven track record leading a distributed or multi-site support function that serves a global user base; experience managing a team or hub in India (Bengaluru) is strongly preferred
• Bias toward automation and self-service; genuine interest in how AI and agent-based tooling can reshape IT support
• Able to work effectively across global time zones and travel occasionally between sites
• Excellent communication and stakeholder-management skills, comfortable supporting and interfacing with executives and senior leadership
• 8+ years in IT support / end-user computing, with 4+ years managing teams, including managing staff remotely across multiple countries and time zones
• Deep hands‑on knowledge of a modern enterprise endpoint and identity stack, with cross-platform endpoint support experience across Windows, mac OS and Linux (Microsoft Entra ID / Azure AD, Intune, JAMF, Microsoft 365, and endpoint security tooling)
• Strong service management discipline: SLA ownership, ITSM process design, and experience running a ticketing platform (Jira Service Management or equivalent)
• Experience standing up or scaling IT support for a new or growing international office
• Familiarity with zero‑trust networking (Tailscale), SD‑WAN/wireless (Meraki), and DNS security (Umbrella)
• Exposure to AV / conference‑room support at scale (Zoom Rooms and similar)
• Experience partnering with Security, People, and Finance functions on cross‑functional programs
• Relevant certifications (ITIL, Microsoft, Apple) are a plus, not a requirement
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