Sr Manager Technical Support

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

We’re looking for an inclusive, strategic leader to guide our global Customer Support team. In this role, you’ll empower engineers, technicians, and support specialists who deliver exceptional service to our customers — diagnosing, troubleshooting, and resolving complex challenges across electro-mechanical equipment, computer systems, software, and network environments.

You’ll shape how we support customers today and in the future — championing collaboration, fostering career growth, and creating an environment where every team member can thrive and make an impact.

Duties & Responsibilities

- Lead post-sales support for both on-premise and hosted solutions, ensuring a world-class customer experience.

- Design and implement the future state of our support model — evolving from product-focused to solution- and market-focused approaches.

- Drive innovation by identifying and deploying new tools, including AI and automation, to improve case management and escalation handling.

- Foster collaboration across teams by breaking down silos and promoting shared accountability and transparency.

- Strengthen customer relationships by resolving escalations with empathy and efficiency, improving our reputation for being easy to do business with.

- Coach and develop high-performing team members — focusing on skill development, inclusion, and long-term career growth.

- Contribute to strategic planning — including workforce and capacity planning, operational budgeting, and KPI management.

- Champion process improvement to simplify workflows, reduce redundancy, and increase clarity and accountability.

- Collaborate cross-functionally with internal teams to identify opportunities for customers to transition to managed services solutions.

- Support change management initiatives, including the implementation of new case management systems and technology migrations, ensuring smooth transitions for both employees and customers.

Required Skills & Experience

- 10+ years of experience leading customer support or service delivery teams for enterprise clients. - 5+ years managing services in private, public, or hybrid cloud environments — experience with K8s (Kubernetes) environments is a plus.

- Proven track record implementing or migrating large-scale case management systems (experience with ServiceNow is highly valued).

- Strong operational mindset — able to connect metrics and KPIs to real-world improvements and measurable outcomes.

- Adept at leading teams through change, fostering collaboration, and uniting diverse groups around common goals.

- Strategic thinker with strong execution skills — you turn vision into action.

- Passionate about using technology, automation, and AI to enhance service quality and scale operations.

- Experienced in coaching, mentoring, and building inclusive global teams that deliver outstanding results.

Education Requirements

- Bachelor's degree in related field or equivalent experience.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience and may vary by location.

This position is eligible for our annual bonus program.

This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com