Ingram Micro · 23 hours ago
Sr. Manager, Customer Technical Support
Williamsville, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$100K/yr - $171K/yr
8+ years expIngram Micro is a leading technology company for the global information technology ecosystem. They are seeking a Sr. Manager, Customer Technical Support to lead and scale the customer support organization across North America, focusing on operational leadership, technical knowledge, and customer-centric thinking to build a world-class support experience.
ConsultingElectronicsInformation ServicesInformation TechnologyLogisticsSoftwareSupply Chain ManagementVoIP
Responsibilities
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
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
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
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
Ensure that all support operations adhere to regional data privacy and security regulations, as well as industry standards
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
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
Qualification
Required
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
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
Benefits
Healthcare benefits
Paid time off
Parental leave
A 401(k) plan and company match
Short-term and long-term disability coverage
Basic life insurance
Wellbeing benefits
Company
Ingram Micro
Ingram Micro is a provider of technology products and supply chain management services.
10001+ employees
H1B Sponsorship
Ingram Micro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (78)
2024 (76)
2023 (51)
2022 (54)
2021 (52)
2020 (50)
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-29Private Equity
2020-12-09Acquired
1996-11-01IPO
Leadership Team
Paul Bay
Chief Executive Officer
Mike Zilis
Chief Financial Officer
Recent News
2025-12-26
Company data provided by crunchbase