Senior Manager, Global Platform Support

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!

This position can be located in our Buffalo, NY or Ontario, Canada office with the opportunity for hybrid work and a few days remote per week. 

We are seeking an experienced Senior Manager of Platform Support playing a pivotal role in leading strategic initiatives, guiding teams across regions, and driving cross functional alignment for our mission-critical enterprise applications.  This role will be responsible for Support delivery strategies for Ingram Micro’s enterprise-wide Xvantage platform focused on our internal associate users, along with our Returns process / engine ecosystem optimizing self service capabilities.  This leadership role is responsible for managing a cross-functional global team of technical engineers, defining scalable processes and partnering with various platform and engine teams, along with Product and Engineering to drive operational excellence and customer satisfaction.   

Your Role: 

Application Support & Operations 

• Own strategic planning and execution for Level 1 & 2 support for our extensive CRM application including integrations across multiple platforms, data sources and ERPs 

• Ensure incident resolution, escalation workflows, root cause analysis, Service Level Objectives and knowledge management objectives are met 

• Coordinate with Microsoft for escalations, resolutions and preventative actions for the SaaS implementation of Dynamics 

• Own the support escalation process, collaborating with engineering and vendor teams.  Serve as an escalation point for internal and external customers for platform or customer experience escalations. 

Team Leadership & Management 

• Build and manage a high-performing global team of application support specialists and system analysts spanning multiple locations and time zones 

• Define team structure, roles, and responsibilities aligned with growth and scale 

• Drive continuous training and mentoring on technical and business domain knowledge 

Service Delivery & Reporting 

• Define and track performance metrics (e.g., MTTR, CSAT, backlog, service levels) 

• Use data and KPI’s to guide decision-making performance optimization, capacity planning and bench strength develop