Manager, Technical Support

Teamwork makes the stream work. , Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV.

Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable - and valued - contribution.

We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About The Team

Roku's IT Infrastructure Support organization keeps every Roku employee productive and secure, from day-one onboarding through daily support and endpoint protection. We run a modern, cloud-first stack and are actively reshaping IT into an agent-assisted operating model that puts fast, self-serve resolution ahead of ticket queues. This role owns a global slice of the employee support experience through a team based across EMEA and India, and is the primary IT point of contact and escalation point for the EMEA and APAC regions.

Team: IT Infrastructure Support (Enterprise Engineering) Reports to: Director, IT Infrastructure Support Scope: People-manager role leading a distributed IT support team based across EMEA and India, delivering support to Roku employees across all offices globally, and serving as the primary IT point of contact and escalation point for the EMEA and APAC regions. The Role You will lead a decentralized IT support team with staff based across EMEA and India (Bengaluru). While your team is anchored in these regions, your mandate is global: the team you lead supports Roku employees across all offices, using its time-zone spread to extend responsive coverage well beyond any single region.

You are accountable for support quality, responsiveness, and consistency for the employees your team serves, and you are the primary IT point of contact and escalation point for the EMEA and APAC regions. This is a hands-on leadership role: you set the process, coach the team, and step into the hardest problems yourself.

What You'Ll Do

Lead, coach, and grow a distributed IT support team based across EMEA and India (Bengaluru), setting clear expectations and owning hiring, performance, and development. Deliver a consistent, high-quality support experience to Roku employees across all offices globally, using the team's time-zone distribution to provide broad, responsive coverage. Build and run a follow-the-sun coverage model that leverages EMEA and India working hours to extend support across the global employee base, with clear cross-region handoffs.

Own end-to-end employee support for your scope: incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership and executives. Define and hold SLAs and quality standards; track ticket volume, resolution time, first-contact resolution, onboarding completion, and CSAT, and report performance to IT leadership. Own the service desk workflow and ticketing (Jira Service Management), including intake, triage, routing, and escalation, and drive continuous improvement of runbooks and knowledge.

Manage endpoint support across Windows (Intune), macOS (JAMF), and Linux, including enrollment, compliance remediation, and hardware lifecycle, in partnership with the Secure Device Management team. Support identity and access operations, including MFA enrollment, sign-in troubleshooting, and access requests through our provisioning workflows, escalating policy issues to the Identity Access team. Partner with Network Engineering on connectivity (Meraki, Tailscale, Umbrella) and with AV Technology on conference room and all-hands support across sites.