Senior Manager, Technical Services (IT Support) at Roku

Cambridge, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 Oct, 26

Salary

0.0

Posted On

11 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support Management, Endpoint Management, ITSM, SLA Management, Stakeholder Management, Vendor Management, Incident Response, Identity and Access Management, Cross-platform Support, Automation, Jira Service Management, Intune, JAMF, Microsoft Entra ID, Network Connectivity, Global Team Leadership

Industry

Software Development

Description

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), 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 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, macOS, 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 EmployeeRelations@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 WorkforcePrivacy@Roku.com.

Responsibilities

Lead and coach a distributed IT support team across EMEA and India to provide global employee support and endpoint management. Own the service desk workflow, SLAs, and the transition toward an agent-assisted, self-serve IT operating model.