Manager, Customer Support

Ingram Micro; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

LinkedIn Learning access

Professional development opportunities

Job summary

Ingram Micro is seeking a senior APAC support operations leader to steer daily operations, manage escalations, and drive KPI performance across a 24x7 global model.

You will mentor the team, implement automation and AI-enabled tools, and partner with Product, Engineering, and regional leadership to reduce volume and improve customer outcomes.

Qualifications

• 5+ years in technical or customer support operations in a high-volume environment.
• 2+ years leading support teams or operations staff.
• Proven experience managing SLA-driven support operations and KPIs.
• Hands-on with service desk/ticketing platforms (Zendesk/ServiceNow/Jira).
• Experience with reporting, metrics, and continuous improvement.

Responsibilities

• Lead day-to-day operations of the APAC support team, including workload management, queue reviews, coverage, standups, and shift handoffs.
• Own customer escalations through to resolution, coordinating cross-functional teams and communicating with stakeholders.
• Monitor support KPIs including SLA, first response, resolution time, backlog, aged tickets, reopen rates, and CSAT.
• Drive ticket hygiene, case quality, documentation, and customer communications.
• Leverage automation, AI, self-service, and knowledge management to reduce routine volume and improve efficiency.
• Conduct root cause analysis and partner with Problem Management, Product, and Engineering to address recurring issues.
• Coach, mentor, and develop the support team while managing performance and career growth.
• Improve support workflows, processes, documentation, and KCS practices for continuous improvement.
• Partner with APAC and Unified Support leadership to ensure consistent execution across the region.
• Support strategic accounts, high-touch escalations, audits, and data governance requirements.

Skills

Team leadership

Escalation management

Stakeholder management

SLA management

Automation & AI

Education

Bachelor’s degree or equivalent experience

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

You will also use the automation and AI tools already in the support stack to take routine volume off the team so your people can spend their time on the complex, high value problems that need real judgment. If you like running a tight operation and holding a team to a high standard every day, this is a strong fit.

Role Responsibilities:

• Leading the day-to-day operations of the APAC support team, including workload management, queue reviews, coverage, standups, and shift handoffs
• Owning customer escalations through to resolution, coordinating cross-functional teams and proactively communicating with key stakeholders
• Monitoring support KPIs including SLA, first response, resolution time, backlog, aged tickets, reopen rates, and CSAT, and identifying trends and risks
• Driving strong ticket hygiene, case quality, documentation, and consistent customer communication
• Leveraging automation, AI, self-service, and knowledge management to reduce routine support volume and improve operational efficiency
• Conducting root cause analysis and partnering with Problem Management, Product, and Engineering to address recurring customer and platform issues
• Coaching, mentoring, and developing the support team while managing performance, quality, and career growth
• Improving support workflows, processes, documentation, and KCS practices to drive continuous improvement
• Partnering with APAC and Unified Support leadership to ensure consistent execution and accountability across the region
• Supporting strategic accounts and high-touch customer escalations, as well as IT audits, security compliance, and data governance requirements

What you’ll bring:

• 5+ years of experience in technical or customer support operations within a high-volume environment
• 2+ years of experience managing support teams or operational staff
• Proven experience managing SLA-driven support operations, including escalations, backlog, and KPI performance
• Hands-on experience with service desk or ticketing platforms such as Zendesk, ServiceNow, or Jira Service Management
• Experience with reporting, operational metrics, case quality, and continuous improvement
• Strong customer focus, prioritization, communication, and stakeholder management skills
• Proven ability to coach and hold teams accountable while building trust and engagement
• Comfortable working with automation and AI-enabled support tools; AI expertise is not required
• Experience supporting a global 24x7 follow-the-sun operating model, including after-hours or on-call coverage
• Bachelor’s degree in a related field or equivalent experience

What’s in it for you?

We provide a fun, professional, and challenging international business setting. Finally, you will get the chance to become part of the world's leading Technology Solutions provider in the world and a Great Place to Work certified organisation in ten countries across EMEA & APAC.

We will support you in your professional and personal development by providing you with access to LinkedIn Learning and many high-quality training courses and on-the-job experience to increase your knowledge and expertise.

We are a large organisation with many national and international career opportunities, meaning we can provide you with great career opportunities for years to come, with you in the driver’s seat.

You'll be part of a workplace where you'll feel like you are valued and your contribution is appreciated within the business.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

Final offers of employment are subject to the completion of relevant pre‑employment background checks.