Technical Support Manager
- Location
- Cambridge, England, United Kingdom
owns end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and executive‐level support. The Technical Support Manager will drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku's shift toward an agent‐assisted, self‐serve IT operating model. … resolution, onboarding completion, and CSAT to IT leadership Manage service desk workflow and ticketing in Jira Service Management, including intake, triage, routing, escalation, and continuous improvement of runbooks and knowledge articles Oversee endpoint support across Windows (Intune), macOS (JAMF), and Linux, including enrollment, compliance remediation, and hardware ...