Manager, Customer Support

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

About Ingram Micro 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 a highly diversified base of business-to-business technology experts. Through Ingram Micro Xvantage™, our AI-powered digital platform, we offer what we believe to be the industry’s first comprehensive business-to-consumer-like experience, integrating hardware and cloud subscriptions, personalised recommendations, instant pricing order tracking, and billing automation.

We also provide a broad range of technology services, including financing, specialised marketing, and lifecycle management, as well as technical pre- and post-sales professional support. Learn more at www.ingrammicro.com About the Role: We are looking for a hands-on Manager, Customer Supp ort to run the day-to-day operations of an APAC support team. This is an operational leadership role. You will own a team, the queue, drive escalations to resolution, keep the data clean, and make sure customers hear from us clearly and on time.

You will also use the automation and AI tools already in the support stack to take routine volume off the team so your people can spend their time on the complex, high value problems that need real judgment. If you like running a tight operation and holding a team to a high standard every day, this is a strong fit.

Role Responsibilities

Leading the day-to-day operations of the APAC support team, including workload management, queue reviews, coverage, standups, and shift handoffs Owning customer escalations through to resolution, coordinating cross-functional teams and proactively communicating with key stakeholders Monitoring support KPIs including SLA, first response, resolution time, backlog, aged tickets, reopen rates, and CSAT, and identifying trends and risks

Driving strong ticket hygiene, case quality, documentation, and consistent customer communication Leveraging automation, AI, self-service, and knowledge management to reduce routine support volume and improve operational efficiency Conducting root cause analysis and partnering with Problem Management, Product, and Engineering to address recurring customer and platform issues Coaching, mentoring, and developing the support team while managing performance, quality, and career growth

Improving support workflows, processes, documentation, and KCS practices to drive continuous improvement Partnering with APAC and Unified

• Support leadership to ensure consistent execution and accountability across the region Supporting strategic accounts and high-touch customer escalations, as well as IT audits, security compliance, and data governance requirements What you’ll bring: 5+ years of experience in technical or customer support operations within a high-volume environment
• 2+ years of experience managing support teams or operational staff
• Proven experience managing SLA-driven support operations, including escalations, backlog, and KPI performance Hands-on experience with service desk or ticketing platforms such as Zendesk, ServiceNow, or Jira Service Management Experience with reporting, operational metrics, case quality, and continuous improvement
• Strong customer focus, prioritization, communication, and stakeholder management skills
• Proven ability to coach and hold teams accountable while building trust and engagement Comfortable working with automation and AI-enabled support tools; AI expertise is not required Experience supporting a global 24x7 follow-the-sun operating model, including after-hours or on-call coverage
• Bachelor’s degree in a related field or equivalent experience What’s in it for you?

We provide a fun, professional, and challenging international business setting. Finally, you will get the chance to become part of the world's leading Technology Solutions provider in the world and a Great Place to Work certified organisation in ten countries across EMEA & APAC. We will support you in your professional and personal development by providing you with access to LinkedIn Learning and many high-quality training courses and on-the-job experience to increase your knowledge and expertise.

We are a large organisation with many national and international career opportunities, meaning we can provide you with great career opportunities for years to come, with you in the driver’s seat. You'll be part of a workplace where you'll feel like you are valued and your contribution is appreciated within the business. Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. Final offers of employment are subject to the completion of relevant pre‑employment background checks. Let’s shape tomorrow. If this sounds like something you want to be a part of, click "Apply".