Senior Manager, Global Print Software Support; ATS

Senior Manager, Global Print Software Support (ATS)

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.

• 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.

• 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.

• 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.

• 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.

• Drive modernization of support operations through AI, automation, analytics, knowledge management, and proactive customer engagement.
• Improve case routing, issue detection, reporting, and operational efficiency.

• Establish dashboards, reporting, and metrics to provide visibility into support performance.
• Use data-driven insights to improve customer experience and operational effectiveness.

• Lead and develop a globally distributed team of managers and technical leaders.
• Build technical expertise, knowledge management practices, and organizational capability.
• Drive consistency, accountability, and adoption of global processes.

• 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.

• 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 Paper Cut, Tungsten, LRS, YSoft, Pharos, and similar partners.
• CRM, CMDB, ITSM, and support operations platforms.

• Customer-first mindset
• Crisis leadership
• Executive communication
• Cross-functional influence
• Operational excellence
• Transformation leadership
• Technical credibility
• Talent development

• Improved customer satisfaction…