It's fun to work in a company where people truly BELIEVE in what they're doing!
The Technical Support& OperationsManager is accountable for managing and improving platform support operations for a region,domainor platform portfolio. The role requires technical acumen, problem-solvingstrengthand the ability to lead support teams delivering reliable,efficientand customer-focused service acrossXvantage, X4V, XI and related marketplace capabilities.
The managerestablishesoperational standards, performance discipline, escalation paths, documentation, knowledgepracticesand continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, VendorManagementand external partners to resolve issues and improve platform reliability and customer experience.
Key Responsibilities
Lead,mentorand manage a technical support team responsible for platform support, operational stability, ticket resolution,escalationsand customer/vendor experience.
Set clearobjectives, performance standards, operatingexpectationsand feedback routines to improve productivity,engagementand ownership.
Oversee daily support operations, ensuring user issues are triaged, progressed,resolvedand escalated effectively.
Establish andmaintaintiered or swarming support models for escalations, complexissuesand critical incidents, coordinating with global and cross-functional teams as needed.
Serve asescalationpoint for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendorteamsand external partners to drive resolution.
Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bugconversionand cost-to-serve improvements.
Identifyrecurring issues and process gaps; implement long-term solutions, streamlined processes, automationopportunitiesand continuous improvement actions.
Ensure compliance with regional data privacy, security, support operating standards andrequireddocumentation practices.
Develop training plans, knowledge assets,runbooksand documentation to strengthen team capability and reduce reliance on tribal knowledge.
Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendorissuesand progress against improvement objectives.
Required Experience & Skills
Area
Requirement
Experience
7+ years in technical support, platform support, SaaS operations, customer supportoperationsor related field; people management experiencerequired
Technical Acumen
Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoringsignalsand support impact.
Leadership
Experience leading support teams, creating operating discipline, managingescalationsand building strong associate engagement.
Operational Excellence
Strong KPI management, process improvement, documentation, KCS/self-serviceand continuous improvement experience.
Stakeholder Management
Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.
SuccessMetrics
Improved MTTR, CSAT, response discipline, KCSadoptionand overall support quality.
Reduced recurring issues, avoidable escalations, ticketvolumeand cost-to-serve.
Strongersupportreadiness for launches, releases, vendoronboardingand platform transitions.
Higher team capability through training, knowledge management, documentedrunbooksand consistent operating standards.
Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.
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 a highly diversified base of business-to-business technology experts. Through Ingram Micro Xvantage™, our AI-powered digital platform, we offer what we believe to be the industry’s first comprehensive business-to-consumer-like experience, integrating hardware and cloud subscriptions, personalized recommendations, instant pricing, order tracking, and billing automation. We also provide a broad range of technology services, including financing, specialized marketing, and lifecycle management, as well as technical pre- and post-sales professional support. Learn more at www.ingrammicro.com.
