Technical Services Manager, Roku
IT Manager
More information about location
4-5 days a week in office
Convenient & affordable TV streaming players
Open for applications
Convenient & affordable TV streaming players
1001+ employees
Open for applications
More information about location
4-5 days a week in office
1001+ employees
Company mission
To provide its users with a more convenient and cost effective way of watching the programs they love.
Role
Who you are
- 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing,
- Demonstrated success leading a distributed or multi-site support function serving a global user base; experience managing a team or hub in India is strongly valued
- Deep hands-on knowledge of modern enterprise endpoint and identity platforms, with cross-platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling)
- Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent
- Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders
- Excellent communication and stakeholder management skills, with comfort supporting and interfacing with executives and senior leadership
- Ability to work effectively across global time zones with willingness to travel occasionally between sites
- Genuine interest in automation, self-service, and how AI and agent-based tooling can reshape IT support
- Experience standing up or scaling IT support for new or growing international offices is a plus
- Familiarity with zero-trust networking (Tailscale), SD-WAN/wireless (Meraki), and DNS security (Umbrella) is a plus
- Exposure to AV and conference-room support at scale (Zoom Rooms or similar) is a plus
- Experience partnering cross-functionally with Security, People, and Finance teams is a plus
- Relevant certifications (ITIL, Microsoft, Apple) are welcomed but not required
What the job involves
- The Technical Support Manager will lead a distributed IT support team based across EMEA and India, delivering a consistent, high-quality support experience to Roku employees across all global offices
- This role is responsible for setting and maintaining service standards, coaching and developing team members, and stepping into complex technical problems when needed
- The Technical Support Manager will build and optimize a follow-the-sun coverage model, leveraging the team's time-zone spread to ensure responsive support well beyond any single region
- This position 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
- This is a hands-on leadership role that blends people management, process design, and cross-functional partnership with teams across Network Engineering, AV Technology, Security, and People Operations
- At Roku, we embrace AI as a core tool in how we work. In engineering and technical roles, you'll be expected to use AI assistants and tools daily — from writing and reviewing code to debugging, prototyping, and automating workflows. AI isn't a novelty here; it's part of the standard engineering toolkit. We believe that engineers who leverage AI effectively can move faster, produce higher-quality work, and focus on the most impactful problems
- We're not looking for perfection in prompt crafting — we're looking for people who are curious, adaptive, and ready to integrate AI into their everyday work. If you're excited about using AI to accelerate your impact, you'll thrive here
- Lead, coach, and grow a distributed IT support team based across EMEA and India, setting clear expectations and owning hiring, performance, and professional development
- Deliver a consistent, high-quality support experience to Roku employees across all global offices, leveraging the team's time-zone distribution for broad, responsive coverage
- Build and operate a follow-the-sun coverage model using EMEA and India working hours, with well-defined cross-region handoff processes
- Own end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership
- Define and maintain SLAs and quality standards; track and report on ticket volume, resolution time, first-contact 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 lifecycle, in partnership with the Secure Device Management team
- Support identity and access operations including MFA enrollment, sign-in troubleshooting, and access request workflows, escalating policy matters to the Identity & Access team
- Partner with Network Engineering on connectivity solutions and with AV Technology on conference room and company-wide event support across sites
- Own IT readiness for office moves, expansions, new-site builds, and executive or company events within EMEA and APAC, and support global events as needed
- Lead onboarding and offboarding execution to ensure new hires are fully operational on day one and departing employees are cleanly deprovisioned
- Manage IT vendors, contractors, and smart-hands providers across EMEA and APAC, and track hardware and license consumption
- Champion Roku's shift to an agent-assisted, self-serve IT operating model by identifying high-volume, repetitive work suited to automation and guiding the team toward higher-value support and governance activities
- Serve as the primary IT point of contact and escalation point for the EMEA and APAC regions
Our take
According to Nielsen data, the average streamer spends over seven minutes searching for something to watch. Streaming services use customers' viewing history to make suggestions, but these are limited to programs licensed for that particular service.
Roku provides an integrated streaming service that offers TV channels, movies and third-party streaming services, resulting in an all-in-one streaming platform. The service can be accessed through a variety of customized subscription packages and fees.
Roku stands out in the streaming industry by bringing many competitors together in one package. The startup provides further innovative services such as a weekly TV series named 'Roku Recommends' which uses first-party data to recommend essential viewing to users.
Alongside funding filmmakers through its "Change Makers Program", Roku also acquired its own original library of shows through its acquisition of now-defunct Quibi's library. Then, after successful collaborations with TCL and Hisense, the first in-house "Roku Television" was released. In 2026, it was announced that media giant FOX would acquire Roku, which the companies say will create the third largest player in US TV by share of viewing.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2016
$45.5m
LATE VC
Nov 2015
$45.5m
SERIES H
Total funding: $247.8m
Company benefits
- Medical, wellness and financial benefits
- Unlimited paid time off policy
- Work from home opportunities
Company HQ
Newhall, San Jose, CA
Leadership
Anthony Wood
(Founder & CEO)Studied Engineering at Texas A&M before founding their first company in 1986. They held VP roles at both Adobe and Netflix.
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