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Prepare for leadership of IT support: incident prioritization, vendor/device lifecycle, metrics (ticket age, first-contact resolution), and how you scale a team supporting a hardware/software streaming business. Be ready with examples of coaching and process improvement.
Strong fit if you manage IT support teams, thrive in consumer-tech environments, and want on-site leadership in Cambridge for a major streaming platform brand.
As Manager, Technical Services (IT Support) at Roku in Cambridge, expect to lead support operations for internal tech stacks that keep product and office teams productive: triage escalations, coach technicians, set SLAs, and partner with engineering on recurring incidents and tooling.
No. The listing is for Cambridge, United Kingdom, with remote set to off.
Roku makes streaming players and smart TVs and operates streaming services under Roku, Inc.
Cambridge, Cambridgeshire, England—county town on the River Cam, north of London.
Website: roku.com
Roku is a brand of consumer electronics that includes streaming players, smart TVs, as well as two streaming services. The brand is owned by Roku, Inc., an American company.
Public cache only — not an employee review.
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…
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