Manager, Support Operations

**Accelerate your career. Join the organization that's driving the world's technology and shape the future.** 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 business\-to\-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow \- it’ll be a fun journey! We are looking for a hands\-on Support Operations Manager to run the day\-to\-day of our North America support team. This is an operational leadership role. You will own the 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. **Your role:** **Run the daily operation** * Manage the North America support team day to day. Balance workload, keep coverage tight, and hold the team to a consistent standard across shifts. * Own the daily rhythm: queue reviews, standups, and clean shift handoffs. * Take part in after hours and on call coverage as part of a global, 24x7 support model. **Own escalations** * Follow every escalation through to resolution. Nothing goes dark, and someone always owns it. * 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