Senior Manager, Global Print Software Support (ATS)
- Compensation
- Not disclosed
- Location
- Vancouver, Washington, United States of America
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Full time
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Leadership experience in enterprise software support, technical support, managed services, cloud operations, or related customer-facing technology organizations.
- 15 years relative experience to include 5+ years in people leadership
- Experience leading global technical teams across multiple regions and time zones.
- Proven success managing major incidents, executive escalations, and customer communications.
- Strong understanding of support operations, incident management, problem management, SLAs, and ITIL-based practices.
- Experience collaborating with engineering, product management, sales, services, partners, and ISVs.
- Demonstrated ability to drive operational transformation, process improvement, and organizational change.
- Strong business acumen with the ability to connect support performance to customer retention, revenue protection, and business growth.
Nice to have
- HP Print Software, Managed Print Services, or enterprise print workflow technologies.
- Print software ecosystems including HP Advance, Security Manager, Secure Print, Web Jetadmin, Workpath, and related solutions.
- Experience working with ISVs such as PaperCut, Tungsten, LRS, YSoft, Pharos, and similar partners.
- CRM, CMDB, ITSM, and support operations platforms.
Full description
Senior Manager, Global Print Software Support (ATS)
Description -
Overview
The Senior Manager, Global Print Software Support leads HP's global organization responsible for support delivery for HP and partner print software solutions. This role owns the Advanced Technical Support (ATS) operating model, ensuring effective intake, troubleshooting, escalation management, issue resolution, and customer communications across enterprise, managed services, channel, and direct customer environments.
The team provides expert support for complex software, cloud, workflow, security, connectivity, and ISV-related issues. The leader is accountable for operational excellence, customer satisfaction, escalations, technical support transformation, and continuous improvement.
Success requires strong leadership across support, engineering, product management, sales, services, partner alliances, and executive stakeholders to protect customer relationships, enable revenue growth, and deliver best-in-class customer support experiences.
Reporting to the DS Print organization, this role leads a global management team responsible for regional support operations, escalations, quality, process improvement, and team development.
Key Responsibilities
Global Support Operations
- Lead worldwide Print Software Support operations across AMS, EMEA, and APJ.
- Own support processes including intake, triage, diagnosis, mitigation, resolution, and case closure.
- Drive operational performance through customer satisfaction, response times, backlog management, case quality, and service-level metrics.
Customer & Escalation Leadership
- Ensure ATS teams maintain ownership of complex customer issues through resolution.
- Lead major incidents, executive escalations, and revenue-impacting customer situations.
- Provide clear customer, executive, and stakeholder communications during critical events.
Cross-Functional Resolution
- Partner with engineering, product teams, ISVs, account teams, services, and sales organizations to resolve complex issues.
- Drive root-cause analysis and coordinate defect remediation while maintaining customer ownership.
Revenue Protection & Business Enablement
- Support customer retention, renewals, deployments, and revenue growth initiatives.
- Partner with sales and go-to-market teams to ensure successful customer outcomes and software adoption.
Support Transformation
- Drive modernization of support operations through AI, automation, analytics, knowledge management, and proactive customer engagement.
- Improve case routing, issue detection, reporting, and operational efficiency.