Ingram Micro Inc.

Manager, Support Operations

Buffalo, NY, United States of America

Sponsorship not specified$78k-$125kDetected 26 days ago

JiraPerformance ManagementCustomer SupportZendeskLeadershipCommunicationMentoring

About the role

Balance workload, keep coverage tight, and hold the team to a consistent standard across shifts.

5 + years in technical or customer support operations, with real results in a high-volume environment.
2 + years of supervisory experience, managing a support team or operational staff.
Own the daily rhythm: queue reviews, standups, and clean shift handoffs.
Flag automation and self-service opportunities that would cut manual work or ticket volume, and partner with the Sr. Manager to act on them.
Manage the numbers and the reporting
Build, mentor, and develop a strong team. Own performance management and career growth for your people.
Manage the North America support team day to day.

Bachelor's degree in a related field, or equivalent combination of educations and related experience required.
You have owned escalations, backlog, and KPI performance for real.
Experience running case quality reviews and coaching to measurable improvement.

Comfortable supporting a global, 24x7 follow-the-sun model, including after hours and on call rotation when needed.
Solid hands-on experience with a service desk or ticketing platform.
Zendesk is a plus, and ServiceNow or Jira Service Management help too.

Be the management point of contact when an issue gets complex or starts hurting a customer. Pull in the right people and keep things moving.
Keep stakeholders updated on the issues that matter before they have to ask.

The typical base pay range for this role across the U.S. is USD $78,000.00 - $124,800.00 per year.

Take part in after hours and on call coverage as part of a global, 24x7 support model.

Hold the line on ticket hygiene. Accurate categorization, clean status, solid documentation, and data leadership can trust.
Pull together operational reviews and a weekly read on what is happening, what is at risk, and what you recommend.
Run case quality reviews and coach people toward better customer conversations.
Hold the team to its SLA commitments and keep customer communication clear, timely, and consistent.
Improve the workflows, documentation, and standard procedures the team runs on, and keep knowledge management (KCS) front and center.
Partner with NAM and Unified Support leadership to keep execution consistent and accountable across the region.
Be the voice of the customer with Product and Engineering. Surface the recurring platform pain points so they can inform the roadmap.
Support high touch handling of strategic accounts, including coordinated escalation when something critical breaks.
Support IT audits, security compliance, and data governance in the day to day.
A hands-on operator who does well in a fast, high volume support environment.
Genuinely customer first, with strong prioritization and follow through.
Disciplined. You run a clean queue, you trust the data because you keep it clean, and you close the loop on escalations.
Comfortable running a team that mixes people and automation, and open to getting more from the AI tools over time. You do not need to be an AI expert.

This listing is sourced directly from Ingram Micro Inc.'s careers page and normalized into a canonical job model.