Manager, Technical Services (IT Support)

Roku, the world leader in TV streaming platforms, is seeking a Manager, Technical Services (IT Support) for our Cambridge, United Kingdom office. In this full-time role, you'll lead a distributed technical support team across EMEA and Asia-Pacific, serving Roku employees in offices globally and acting as the senior IT contact for your regions.

About the Role

You'll oversee a geographically dispersed technical support operation with team members across EMEA and Asia-Pacific. This is a hands-on management position where you set standards, coach your team, and tackle complex issues directly. Whilst your team is anchored in specific regions, your mandate is global: you're accountable for support quality and responsiveness across all Roku offices. You'll champion a modern, automation-first approach to IT service delivery, helping the organisation evolve beyond reactive ticket queues toward intelligent, efficient support.

Core Duties

• Lead and develop a multi-region technical support team; oversee recruitment, performance management, and vendor relationships
• Establish a follow-the-sun support model leveraging EMEA and India working hours for seamless global coverage
• Manage the complete support lifecycle: incident response, service requests, onboarding, offboarding, and executive-level assistance
• Oversee service-level agreements and quality standards; track resolution speed, first-contact resolution, ticket volume, and customer satisfaction
• Administer Jira Service Management; optimise workflow efficiency, ticket routing, escalation protocols, and knowledge management
• Manage endpoint support across Windows (Intune), macOS (JAMF), and Linux, including compliance and hardware lifecycle
• Support identity and access operations: multi-factor authentication, authentication troubleshooting, and provisioning workflows
• Coordinate with network engineering and AV partners on infrastructure, connectivity (Meraki, Tailscale, Umbrella), and conference support
• Plan and execute IT readiness for office expansions, new sites, and company events within your regions
• Lead the team's transition toward self-service and AI-assisted support; identify automation opportunities

Qualifications

• 8+ years in end-user or IT support roles, with 4+ years managing teams across multiple countries and time zones
• Proven track record leading distributed support functions serving global workforces; India-based team experience is strongly valued
• Expert knowledge of enterprise endpoint and identity platforms: Windows, macOS, Linux, Microsoft Entra ID/Azure AD, Intune, JAMF, Microsoft 365, and endpoint security tools
• Strong ITSM expertise: SLA management, process design, and hands-on ticketing platform experience (Jira Service Management or equivalent)
• Demonstrated ability building metrics-driven support operations and reporting to senior stakeholders
• Excellent communication and relationship management; comfortable interfacing with executives and senior leadership
• Ability to work across global time zones and travel between offices as required
• Strong affinity for automation; genuine interest in AI and agent-based tools for IT operations

Working at Roku

Roku is the world's leading TV streaming platform, reshaping how billions watch television. We're a dynamic, publicly-traded company where innovation meets execution. Our Cambridge team works generally Monday–Thursday in the office, with flexible remote options on Fridays.

We invest in employee wellbeing through comprehensive benefits including mental health and financial wellness support, plus location-specific coverage (medical, dental, vision, life insurance, disability, and retirement plans). Leave entitlements follow local policies, enabling balance between work and personal needs. Roku welcomes all applicants and provides reasonable accommodations throughout the hiring process.

Ready to Apply?

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