Global IT Support Lead — End-User & Automation

Roku; Cambridge; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Mental health support

Healthcare benefits

Paid time off

Job summary

Roku is seeking a senior leader to run a distributed IT support function across EMEA and India, delivering consistent, high-quality employee IT support globally. This hands-on manager sets processes, coaches staff, and partners with security, network, and facilities teams to ensure seamless onboarding, incident resolution, and executive support.

You will champion automation, define SLAs, and drive a self-serve, agent-assisted operating model while aligning with Roku's hybrid work approach across

Qualifications

• 8+ years in IT support/end-user computing with 4+ years leading teams.
• Experience managing staff across multiple countries and time zones.
• Strong service management discipline and stakeholder communication.

Responsibilities

• Lead a distributed IT support team across EMEA and India, setting expectations and hiring plans.
• Deliver high-quality, global IT support coverage with time-zone aware scheduling.
• Own end-to-end employee support: incident response, onboarding, offboarding, and executive support.
• Define SLAs, track metrics, and report performance to IT leadership.
• Manage service desk workflow and Jira Service Management, driving knowledge base improvements.
• Oversee endpoint support (Windows, macOS, Linux) with Intune/JAMF and security coordination.
• Drive automation and self-service to shift work toward higher-value activities.
• Coordinate with Network Engineering and AV for global site support.

Skills

IT leadership

Remote team management

ITSM / service management

Cross-functional collaboration

Tools

Jira Service Management

Intune

JAMF

Azure AD

Job description

Roku is seeking a senior leader to run a distributed IT support function across EMEA and India, delivering consistent, high-quality employee IT support globally. This hands-on manager sets processes, coaches staff, and partners with security, network, and facilities teams to ensure seamless onboarding, incident resolution, and executive support.

You will champion automation, define SLAs, and drive a self-serve, agent-assisted operating model while aligning with Roku's hybrid work approach across