Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

We are seeking an experienced Senior Manager of Platform Support playing a pivotal role in leading strategic initiatives, guiding teams across regions, and driving cross functional alignment for our mission-critical enterprise applications. This role will be responsible for Support delivery strategies for Ingram Micro’s enterprise-wide Xvantage platform focused on our internal associate users, along with our Returns process / engine ecosystem optimizing self service capabilities. This leadership role is responsible for managing a cross-functional global team of technical engineers, defining scalable processes and partnering with various platform and engine teams, along with Product and Engineering to drive operational excellence and customer satisfaction.
Key Responsibilities:

Application Support & Operations

• Own strategic planning and execution for Level 1 & 2 support for our extensive CRM application including integrations across multiple platforms, data sources and ERPs
• Ensure incident resolution, escalation workflows, root cause analysis, Service Level Objectives and knowledge management objectives are met
• Coordinate with Microsoft for escalations, resolutions, and preventative actions for the SaaS implementation of Dynamics
• Own the support escalation process, collaborating with engineering and vendor teams. Serve as an escalation point for internal and external customers for platform or customer experience escalations.

Team Leadership & Management

• Build and manage a high-performing global team of application support specialists and system analysts spanning multiple locations and time zones
• Define team structure, roles, and responsibilities aligned with growth and scale
• Drive continuous training and mentoring on technical and business domain knowledge

Service Delivery & Reporting

• Define and track performance metrics (e.g., MTTR, CSAT, backlog, service levels)
• Use data and KPI’s to guide decision-making performance optimization, capacity planning and bench strength development
• Create regular executive reports on system health, data, and issue trends
• Develop and maintain ITIL-aligned support processes (e.g., change, incident, problem management)
• Translate organizational goals into actionable department-level initiatives

Process Optimization & Continuous Improvement

• Collaborate with DevOps, QA, and Product teams to improve supportability of applications
• Introduce automation tools to drive reduction of ticket volumes, resolve root causes, reduce cost to serve, optimization initiatives, streamlined processes, skill development, and innovation.
• Champion best practices for change control, code deployment, and testing
• Own department level budgeting, forecasting and headcount planning
• Scope, analyze, and complete cross functional projects and processes that will improve the associate and customer experience and key performance metrics

Stakeholder Management

• Serve as the liaison between technical teams and business stakeholders acting as the voice of platform pain points and influencing cross functional roadmaps
• Represent the department in senior leadership discussions and planning sessions
• Prioritize enhancements and fixes based on business impact
• Support IT audits, security compliance, and data governance

Qualifications:

Required:

• Bachelor’s degree in Computer Science, Information Systems, or related field
• 3+ years in a global senior leadership role
• Proven experience managing cross-functional technical teams, vendor partners, and enterprise application support
• Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management)
• Excellent communication, analytical, and stakeholder management skills

Preferred:

• ITIL Foundation certification
• Experience with Azure DevOps, CI/CD pipelines
• Familiarity with Power Platform (Power Apps, Power Automate)
• Understanding of enterprise integration tools (e.g., APIs, Logic Apps, Dataflows)
• Strong technical background in:
• .NET (C#, ASP.NET, Web API)
• React (or modern JavaScript frameworks)
• Microsoft Dynamics 365 (Cloud, CE, Power Platform)

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!