Sr Manager Technical Support
Itron, Inc.
Global tech provider of smart meters, IoT networks, software and analytics for utilities and cities
Lead global technical support team, drive support model, AI, and customer success
1 months ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Austin, TX
Hybrid
Company Size
5,788 Employees
Service Specialisms
Implementation
Project Management
Consulting
Installation
Technical Support
Managed Services
Network Implementation
Metering Solutions
Sector Specialisms
Utilities
Energy
Water Resources
Industrial
Infrastructure
Government
Role
Description
tool deployment
case management
process improvement
post‑sales support
change management
managed services
- Foster collaboration across teams by breaking down silos and promoting shared accountability and transparency.
- Contribute to strategic planning — including workforce and capacity planning, operational budgeting, and KPI management.
- Strengthen customer relationships by resolving escalations with empathy and efficiency, improving our reputation for being easy to do business with.
- Drive innovation by identifying and deploying new tools, including AI and automation, to improve case management and escalation handling.
- Champion process improvement to simplify workflows, reduce redundancy, and increase clarity and accountability.
- Lead post-sales support for both on-premise and hosted solutions, ensuring a world-class customer experience.
- Collaborate cross-functionally with internal teams to identify opportunities for customers to transition to managed services solutions.
- Coach and develop high-performing team members — focusing on skill development, inclusion, and long-term career growth.
- Design and implement the future state of our support model — evolving from product-focused to solution- and market-focused approaches.
- Support change management initiatives, including the implementation of new case management systems and technology migrations, ensuring smooth transitions for both employees and customers.
Requirements
10+ yrs
bachelor's
kubernetes
servicenow
cloud
leadership
- 10+ years of experience leading customer support or service delivery teams for enterprise clients.
- Bachelor's degree in related field or equivalent experience.
- Experienced in coaching, mentoring, and building inclusive global teams that deliver outstanding results.
- Strategic thinker with strong execution skills — you turn vision into action.
- 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.
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
$2.4B Revenue
Annual Revenue Figure
The company generates over $2.4 billion in annual revenue, supported by its core segments: Device Solutions, Networked Solutions, and Outcomes services.
+100 Countries
Global Customer Base
The company serves customers in over 100 countries, highlighting its widespread reach and international impact.
270M+ Endpoints
Communicating Endpoints
With over 270 million connected devices, the company enables smart infrastructure solutions across cities and utilities worldwide.
2018 Expansion
Key Acquisition Milestone
The acquisition of Silver Spring Networks in 2018 significantly expanded the company's IoT and smart-grid capabilities.
- Began as a measurement-device provider and evolved into a smart-infrastructure innovator.
- Delivers smart meters, communications networks, software, and analytics for energy and water utilities.
- Typical projects include deploying AMI networks, grid-edge intelligence, distributed energy resource management, and smart streetlights.
- Provides acoustic sensors for highway projects and smart-streetlight moisture monitoring in major cities.
Culture + Values
- Always see the glass as half full.
- Get started and figure it out as we go.
- Team above self. Everyone needs guidance.
- Take chances to try hard.
- Not learning if not failing.
Environment + Sustainability
50% reduction
Carbon Emissions
Achieved a 50% reduction in owned Scope 1 and 2 carbon emissions ahead of schedule, demonstrating strong progress toward sustainability goals.
100% ISO 14001
Certification
Ensured all manufacturing facilities meet ISO 14001 environmental management standards, reflecting a commitment to global best practices.
7.5 Mt avoided
GHG Emissions
Enabled customers to avoid 7.5 million metric tons of GHG emissions, highlighting the company's broader environmental impact through technology solutions.
100% Double Materiality
Assessment
Completed a comprehensive enterprise-wide assessment to align environmental, social, and governance (ESG) priorities with business strategy.
- Committed to carbon‑neutral operations by 2035 and net‑zero emissions by 2050.
- Reduced Scope 1 and 2 emissions by over 50% since 2019.
- Enabled customers via AMI/AMI/DR solutions to avoid at least 6.8 Mt (GHG) in 2023 and 7.5 Mt in 2024.
- 88% of manufacturing sites ISO 14001 certified by end‑2023; 100% by 2024.
Inclusion & Diversity
Ranked 2025
Recognition for Inclusion
Recognized as one of America’s Greatest Workplaces for Inclusion by Newsweek in 2025.
Ranked 2025
Recognition for Women
Recognized as one of America’s Greatest Workplaces for Women by Newsweek in 2025.
Ranked 2024
Best Companies
Recognized as one of the Best Companies to Work For by U.S. News in 2024.
Ranked 2025
Best Midsize Employers
Recognized as one of America’s Best Midsize Employers by Forbes in 2025.
- Inclusion & Diversity strategy anchored on five dimensions: Supplier, Workplace, Workforce, Community, Marketplace.
- I&D Business Council led by business leaders setting goals and integrating best practices.
- Global inclusive learning programs via virtual courses for workplace inclusion.
- Inclusive recruiting leveraging referral programs and development opportunities.
- Employee Resource Group (iBelong) empowering employees to build inclusive communities.
Loading...