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Job Description:
Role Overview
The Technical Support & Operations Manager is accountable for managing and improving platform support operations for a region, domain or platform portfolio. The role requires technical acumen, problem-solving strength and the ability to lead support teams delivering reliable, efficient and customer-focused service across Xvantage, X4V, XI and related marketplace capabilities.
The manager establishes operational standards, performance discipline, escalation paths, documentation, knowledge practices and continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, Vendor Management and external partners to resolve issues and improve platform reliability and customer experience.
Key Responsibilities
Lead, mentor and manage a technical support team responsible for platform support, operational stability, ticket resolution, escalations and customer/vendor experience.
Set clear objectives, performance standards, operating expectations and feedback routines to improve productivity, engagement and ownership.
Oversee daily support operations, ensuring user issues are triaged, progressed, resolved and escalated effectively.
Establish and maintain tiered or swarming support models for escalations, complex issues and critical incidents, coordinating with global and cross-functional teams as needed.
Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor teams and external partners to drive resolution.
Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug conversion and cost-to-serve improvements.
Identify recurring issues and process gaps; implement long-term solutions, streamlined processes, automation opportunities and continuous improvement actions.
Ensure compliance with regional data privacy, security, support operating standards and required documentation practices.
Develop training plans, knowledge assets, runbooks and documentation to strengthen team capability and reduce reliance on tribal knowledge.
Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor issues and progress against improvement objectives.
Required Experience & Skills
Area
Requirement
Experience
7+ years in technical support, platform support, SaaS operations, customer support operations or related field; people management experience required.
Technical Acumen
Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals and support impact.
Leadership
Experience leading support teams, creating operating discipline, managing escalations and building strong associate engagement.
Operational Excellence
Strong KPI management, process improvement, documentation, KCS/self-service and continuous improvement experience.
Stakeholder Management
Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.
Success Metrics
Improved MTTR, CSAT, response discipline, KCS adoption and overall support quality.
Reduced recurring issues, avoidable escalations, ticket volume and cost-to-serve.
Stronger support readiness for launches, releases, vendor onboarding and platform transitions.
Higher team capability through training, knowledge management, documented runbooks and consistent operating standards.
Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.
Skills Required
- 7+ years in technical support, platform support, SaaS operations, or customer support operations
- People management experience (leading, mentoring support teams)
- Ability to understand platform behavior, APIs, integrations, incident drivers, production issues and monitoring signals
- Experience managing escalations, incident response, and establishing tiered/swarming support models
- Strong KPI management and operational excellence (MTTR, CSAT, response metrics, ticket metrics, cost-to-serve)
- Knowledge of KCS/self-service, documentation, runbooks, and continuous improvement practices
- Stakeholder management skills with Product, Engineering, Operations, Vendors and customers
- Familiarity with regional data privacy and security compliance for support operations
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
