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 competitive pay, mental health support, flexible work options, and career growth opportunities.
- Other info: Work in a collaborative culture that values innovation and problem-solving.
- Why this job: Be part of a fast-paced team making a real impact in the tech world.
- Qualifications: 8+ years in IT support with strong leadership skills and experience managing remote teams.
The predicted salary is between 60000 - 80000 £ per year.
Teamwork makes the stream work.
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.
Roku pioneered streaming to the TV.
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.
From your first day at Roku, you'll make a valuable - and valued - contribution.
We're a fast-growing public company where no one is a bystander.
We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team
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.
The Role
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.
What You'll Do
- 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.
What We're Looking For
- 8+ years in IT support / end-user computing, with 4+ years managing teams, including managing staff remotely across multiple countries and time zones.
- 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.
- 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).
- Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders.
- Excellent communication and stakeholder-management skills, comfortable supporting and interfacing with executives and senior leadership.
- Able to work effectively across global time zones and travel occasionally between sites.
- Bias toward automation and self-service; genuine interest in how AI and agent-based tooling can reshape IT support.
- Nice to Have
- 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.
What's Roku's approach to 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.
What are some of the 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 (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).
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.
It's important to note that not every benefit is available in all locations or for every role.
For details specific to your location, please consult with your recruiter.
Accommodations
Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law.
If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to
Employee Relations@Roku. com .
What should I know about Roku's 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 try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check.
We appreciate a sense of humor.
We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams.
We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust.
In short, at Roku you'll be part of a company that's changing how the world watches TV.
We have a unique culture that we are proud of.
We think of ourselves primarily as problem-solvers, which itself is a two-part idea.
We come up with the solution, but the solution isn't real until it is built and delivered to the customer.
That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.
To learn more about Roku, our global footprint, and how we've grown, visit https://www. weareroku. com/factsheet .
By providing your information, you acknowledge that you want Roku to contact you about job roles, that you have read Roku's
Applicant Privacy Notice , and understand that Roku will use your information as described in that notice.
If you do not wish to receive any communications from Roku regarding this role or similar roles in the future, you may unsubscribe at any time by emailing
Workforce Privacy@Roku. com .
Manager, Technical Support in Cambridge employer: Roku
Roku is an excellent employer, offering a dynamic work environment in Cambridge that fosters collaboration and innovation. With a strong emphasis on work-life balance and comprehensive health benefits, employees are encouraged to grow their skills while contributing to the development of cutting-edge technology. The hybrid work model allows for flexibility, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Support in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Roku. 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 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 Manager, Technical Support in Cambridge
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:Your cover letter is your chance to shine! Tell us why you want to work at Roku 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!
How to prepare for a job interview at Roku
✨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.
