Technical Services Manager - IT Manager in Cambridge

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. 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.

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.

At Roku, we embrace AI as a core tool in how we work. In engineering and technical roles, you'll be expected to use AI assistants and tools daily — from writing and reviewing code to debugging, prototyping, and automating workflows. AI isn't a novelty here; it's part of the standard engineering toolkit. We believe that engineers who leverage AI effectively can move faster, produce higher-quality work, and focus on the most impactful problems. We're not looking for perfection in prompt crafting — we're looking for people who are curious, adaptive, and ready to integrate AI into their everyday work. If you're excited about using AI to accelerate your impact, you'll thrive here.

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 of experience in IT support or end-user computing, with 4+ years managing teams across multiple countries and time zones.
• 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. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to EmployeeRelations@Roku.com.

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 humor and believe that 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.