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.

Operational Excellence

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

People Leadership

• 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.

Required Experience

• 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.

Preferred Experience

• 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.

Leadership Competencies

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

Success Measures

• Improved customer satisfaction and support responsiveness.
• High-quality management of critical escalations and major incidents.
• Achievement of operational performance targets and service-level commitments.
• Strong collaboration with engineering, product, sales, and ISV partners.
• Successful implementation of support modernization and AI initiatives.
• Protection of customer retention, revenue continuity, and business growth.

Compensation and Benefits

The pay range for this role is $105,050.00 - 152,350.00 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"