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Ingram Micro is a leading technology company 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
Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
We are seeking a Sr. Manager, Unified Support to lead and scale the customer support organization across North America. The successful candidate will combine operational leadership, technical knowledge, and customer-centric thinking to build a world-class support experience. The 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.
Your role:
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 organization’s platform.
Set clear objectives, establish performance standards, and provide regular feedback to enhance tam 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 analyze 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, SLAs, 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.
What you bring to the role:
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.
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The typical base pay range for this role across the U.S. is USD $84,500.00 - $143,700.00 per year.The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.