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About the Role

We are looking for a hands-on Manager, Customer Support to run the day-to-day operations of an APAC support team. This is an operational leadership role where you will own a team, the queue, drive escalations to resolution, maintain data integrity, and ensure timely customer communication. You will leverage automation and AI tools to reduce routine volume, allowing your team to focus on complex, high-value problems. This role is ideal for someone who enjoys running a tight operation and holding a team to a high standard.

Responsibilities

Lead day-to-day operations of the APAC support team, including workload management, queue reviews, coverage, standups, and shift handoffs.
Own customer escalations through to resolution, coordinating cross-functional teams and proactively communicating with key stakeholders.
Monitor support KPIs including SLA, first response, resolution time, backlog, aged tickets, reopen rates, and CSAT, identifying trends and risks.
Drive strong ticket hygiene, case quality, documentation, and consistent customer communication.
Leverage automation, AI, self-service, and knowledge management to reduce routine support volume and improve operational efficiency.
Conduct root cause analysis and partner with Problem Management, Product, and Engineering to address recurring customer and platform issues.
Coach, mentor, and develop the support team while managing performance, quality, and career growth.
Improve support workflows, processes, documentation, and KCS practices for continuous improvement.
Partner with APAC and Unified Support leadership for consistent execution and accountability across the region.
Support strategic accounts and high-touch customer escalations, as well as IT audits, security compliance, and data governance requirements.

Requirements

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.
Experience supporting a global 24x7 follow-the-sun operating model, including after-hours or on-call coverage.
Final offers of employment are subject to the completion of relevant pre-employment background checks.

Skills

Customer Support Operations
Technical Support
Team Management
SLA Management
Escalation Management
KPI Monitoring
Ticket Hygiene
Root Cause Analysis
Process Improvement
Customer Relationship Management
Stakeholder Management
Automation Tools
AI Tools
Service Desk Platforms
Ticketing Platforms
Reporting
Operational Metrics
Continuous Improvement
Coaching
Mentoring
Performance Management
Communication
Prioritization

Location

APAC

Work Type

Full-time

Experience Level

Manager
5+ years in technical or customer support operations
2+ years managing support teams

Education Level

Bachelor's degree in a related field or equivalent experience

Benefits

Professional and personal development support
Access to LinkedIn Learning
High-quality training courses
On-the-job experience
National and international career opportunities

About the Company

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.
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
Great Place to Work certified organisation in ten countries across EMEA & APAC.

Equal Opportunity

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.