Technical Support Manager Roku, Inc.

Coding Black Females Ltd; United Kingdom; Remote; GBP 70,000 - 110,000; Full time

Job summary

Roku seeks a Technical Support Manager to lead a distributed IT support team across EMEA and India, delivering high-quality employee IT support and driving continuous improvement. You will own end-to-end operations from incident response to onboarding, and collaborate with Security, People Ops, and Network Engineering.

The role emphasizes setting and maintaining SLAs, building a follow-the-sun model, and guiding automation to scale support across global offices.

Qualifications

• 8+ years experience managing global IT support teams across multiple countries.
• Strong background in end-user computing and enterprise endpoint management (Windows, macOS, Linux).
• Proven ability to design and optimize support processes and runbooks.
• Experience leading teams with a follow-the-sun coverage model.

Responsibilities

• Lead and coach a distributed IT support team across EMEA and India.
• Deliver consistent, high-quality employee IT support globally, with strong SLA governance.
• Own end-to-end employee support operations including incident response, onboarding, and offboarding.
• Oversee ticketing and service desk workflow using Jira Service Management, with focus on continuous improvement.
• Manage endpoint support across Windows, macOS, and Linux, in collaboration with Secure Device Management.
• Partner with Networking, AV Tech, Security, and People Ops to align IT services with business goals.
• Drive automation and self-service initiatives to reduce repetitive work.
• Support IT readiness for office moves and large-scale events across regions.

Skills

People management

IT support

ITIL frameworks

Jira Service Management

Intune/JAMF familiarity

Cross-functional collaboration

Tools

Jira Service Management

Intune

JAMF

Microsoft Entra ID

Job description

What is the role?

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.

How will I use AI at Roku?

At Roku, we don’t just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability.

We value curious, adaptable builders, who can show how they’ve used AI, agents, or automation to move faster, improve quality, and scale their impact. Strong candidates know how to frame problems, guide AI-assisted work, check the output, and learn quickly. Above all, they bring curiosity, adaptability, and sound judgment.

What are the responsibilities of the role?

• 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

What experience would help someone be successful in this role at Roku?

• 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing,
• 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 (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling)
• 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 (Tailscale), SD-WAN/wireless (Meraki), and DNS security (Umbrella) is a plus
• Exposure to AV and conference-room support at scale (Zoom Rooms or similar) 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