Technical Services Manager - IT Manager

Roku, Inc.

Job Overview

Location

Cambridge, United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• The Technical Services Manager will lead a distributed IT support team based across EMEA and India, delivering a consistent, high-quality support experience to Roku employees across all global offices.
• This role is responsible for setting and maintaining service standards, coaching and developing team members, and stepping into complex technical problems when needed.
• The Technical Support Manager will build and optimize a follow-the-sun coverage model, leveraging the team's time-zone spread to ensure responsive support well beyond any single region.
• This position owns end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and executive-level support.
• The Technical Support Manager will drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku's shift toward an agent-assisted, self-serve IT operating model.

🎯 Requirements

• 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing,
• Demonstrated success leading a distributed or multi-site support function serving a global user base; experience managing a team or hub in India is strongly valued,
• Deep hands-on knowledge of modern enterprise endpoint and identity platforms, with cross-platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling),

🏖️ Benefits

• Comprehensive benefits including global access to mental health and financial wellness support and resources,
• Local benefits including statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension),
• Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs.

Skills & Technologies

Python

Linux

Remote

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Roku, Inc.

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About Roku, Inc.

Roku, Inc. is a pioneer in streaming technology. The company provides a platform for users to discover and watch TV, movies, and other video content through its streaming devices and smart TV operating system. Roku's business model is driven by hardware sales, advertising revenue generated on its platform, and content distribution partnerships. It operates in the consumer electronics and digital advertising industries, offering a wide range of streaming players and smart TVs that enable access to thousands of channels and apps. Roku's ecosystem facilitates content discovery and viewing for millions of users worldwide.

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