Technical Support Manager - Microsoft Cloud Program

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.

Let's shape tomorrow-together.

At Ingram Micro, we don't just adapt to the future of technology-we help build it. As a global leader in IT ecosystem services, we enable partners and customers around the world to grow, transform, and deliver meaningful outcomes through technology. Our scale, reach, and innovation give our people the opportunity to make an impact that truly matters-every day.

How This Team Drives Our Impact

Our Microsoft Cloud Support organization sits at the heart of Ingram Micro's cloud strategy. This team ensures our partners receive world-class technical support while continuously evolving how we operate, scale, and innovate across Azure and Modern Workplace solutions. By working closely with Microsoft and internal teams across Sales, Engineering, Product, and Go-to-Market, we help shape CSP support models that power global growth.

The Role: Technical Manager, Microsoft Cloud Support

This is a builder-leader role for a hands-on technical manager who will own and evolve the Microsoft Cloud Support Program globally. You will combine deep Azure and M365 expertise with operational excellence, customer-centric thinking, and strategic influence-working directly with Microsoft and across Ingram Micro to scale our cloud support capabilities worldwide.

What You'll Do

• Own the Microsoft cloud support program across Support, Engineering, Sales, and Go-to-Market
• Lead the strategic partnership with Microsoft, including escalations, roadmap alignment, ticketing integration, audits, and accreditations
• Act as a senior technical escalation point for complex Azure and Modern Workplace issues
• Guide engineers through advanced troubleshooting across Azure, M365, Entra ID, automation, and APIs
• Build, mentor, and develop a high-performing, globally distributed support engineering team
• Drive operational excellence across KPIs including MTTR, CSAT, backlog health, escalations, and SLO/SLA performance
• Implement automation-first and "operations as code" practices in partnership with SRE
• Collaborate cross-functionally to influence CSP offerings, support tiers, and product roadmaps

What You'll Bring

• 7-10+ years of experience in cloud engineering, Azure/M365 support, or platform operations
• 3-5+ years leading technical teams in complex, fast-paced environments
• Deep expertise in Azure (Compute, Networking, Identity, Storage), M365 (Exchange, Teams, Intune, SharePoint), and Entra ID
• Strong experience with diagnostics and observability tools (Azure Monitor, Log Analytics, KQL), PowerShell, and automation
• Proven ability to lead cross-functional programs and manage strategic vendor relationships
• Executive-level communication skills with the ability to influence without authority
• A hands-on, customer-first mindset with comfort navigating ambiguity and building structure
• Azure certifications preferred (AZ‑104, AZ‑305, AZ‑500)

Why Ingram Micro?

At Ingram Micro, you'll find more than a role-you'll find a platform for long-term growth. We invest in our people, celebrate diversity and inclusion, and offer global career pathways powered by learning, innovation, and collaboration. Here, your expertise will shape the future of cloud support at scale, your leadership will develop tomorrow's talent, and your impact will be felt worldwide.

Let's shape tomorrow-starting with your next career move.

• This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.

#LI-SL1