Sr Manager, Customer Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

About us:

Ingram Micro is a leading technology distributor 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 business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.

About role :

We are seeking a Senior Leadership role leading and scaling the customer support organisation across a designated geographic region. The successful candidate will combine operational leadership, technical knowledge, and customer-centric thinking to build a world-class support experience.  The Platform Support Regional Leader collaborates with global teams, stakeholders, and cross-functional departments to ensure seamless platform functionality, quick resolution of technical issues, and alignment with regional needs and standards

Key Responsibilities:

Leadership, Team Management & Strategy:

• Develop and implement the regional customer support strategy aligned with global standards and regional business objectives.
• Lead, mentor, and manage a regional support team to provide high-quality technical support for the organisation’s platform.
• Set clear objectives, establish performance standards, and provide regular feedback to enhance team productivity and engagement.
• Foster a collaborative and customer-focused team culture, encouraging proactive issue resolution and continuous improvement.
• Represent the department in senior leadership discussions and planning sessions.

Customer Experience Management & KPI’s:

• Establish and maintain a support structure to handle escalations, complex issues, and critical incidents, coordinating with global teams as needed.
• Oversee leaders who manage support tickets, track performance metrics, and analyse trends to identify recurring issues, implement long-term solutions.
• Oversee the development and execution of customer support policies, processes, and SLA’s to drive consistency and excellence.
• Manage budget, cost to serve, workforce planning, resource allocation, and support coverage across multiple time zones.

Operational Excellence:

• Implement scalable support operations including self-service tools, AI, and knowledge bases.
• Serve as a customer-facing second-tier escalation point for unresolved product/service issues, working with cross-functional teams to find swift and effective resolutions.
• Maintain and enhance troubleshooting protocols, best practices, and documentation for rapid issue resolution.
• Own strategic planning and execution for support operations, including issue resolution, escalation workflows, and Service Level Objectives
• Prepare and run high-profile customer meetings representing Customer Support, SLA’s, and Strategic initiatives.

Service Quality and Continuous Improvement:

• Define and track key performance indicators (KPIs) to measure service quality, response time, and user satisfaction within the region.
• Identify areas for improvement in support processes and tools, and implement strategies to enhance platform reliability and user experience.
• Develop and promote a continuous improvement culture within the team, leveraging user feedback and data analysis to optimize support.
• Represent the support function in regional customer meetings, events, and executive briefings.

Regional Compliance and Security:

• Ensure that all support operations adhere to regional data privacy and security regulations, as well as industry standards.

Stakeholder and Vendor Management:

• Act as the primary regional liaison with stakeholders, communicating platform performance, user feedback, and support initiatives.
• Work closely with third-party vendors and partners to ensure their services meet required service-level agreements (SLAs) and support needs.
• Provide regular updates to global leadership on regional support activities, challenges, and accomplishments.

Training and Knowledge Sharing:

• Ensure delivery of training programs for support staff to ensure a thorough understanding of platform functionalities, policies, and troubleshooting methods.
• Maintain comprehensive documentation of support processes, common issues, and resolutions to enhance team knowledge.
• Encourage knowledge-sharing within the support team and across regions to build a strong technical support foundation.

Required Qualifications:

• Bachelor’s degree in Engineering, Business or Computer Science, or related field (MBA or CPA preferred).
• 8+ years of experience in Technical Engineering with at least 3+ years in a senior leadership capacity.
• Demonstrated success managing large regional or global support teams in a fast-paced, high-growth environment.
• Excellent problem-solving, interpersonal, and leadership skills.
• Strong analytical, communication, and problem-solving skills.
• Proven track record of managing global teams and driving operational excellence.
• Strong communication skills with fluency in English
• Willingness to travel within the region and occasionally to global headquarters.
• Ability to prepare polished PowerPoint presentations for an executive-level audience

Preferred Qualifications:

• Experience working in a cloud-native or API-based platform environment.
• Experience in SaaS, fintech, or subscription-based businesses.
• Knowledge of customer support for highly technical products such as infrastructure platforms, developer tools, or enterprise software.
• Change management or process improvement certification (e.g., Lean Six Sigma).
• Experience with tools such as Zendesk

What’s On Offer

Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.

At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:

• Genuine Career Progression Opportunities
• Hybrid Working Environment
• Training & Development
• Competitive Remuneration Package
• Staff Purchase Policy and a generous Benefits Scheme

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. Did you know… statistics show that many individuals apply to jobs only when they feel 100% qualified? However, it’s rare for everyone to be 100% qualified. If you feel you meet many, but not all, of our criteria, we encourage you to apply still!

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