Manager, End User Support [T500-22161]

About T-Mobile:

T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.

About TMUS Global Solutions:

TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.

TMUS India Private Limited operates as TMUS Global Solutions.

Job Summary:

The Manager, End User Experience leads a global Tier 2 advanced support organization responsible for delivering high-quality, reliable technology support to enterprise employees. This role focuses on building and scaling a modern support model that emphasizes deep technical expertise, ownership of issues, and proactive problem resolution rather than transactional ticket handling. The manager partners closely with engineering, platform, security, and business teams to align support outcomes with enterprise priorities. This role oversees onshore and India-based teams, ensuring the rapid troubleshooting of complex hardware, software, and SaaS issues. Success is measured through employee experience, operational health, issue reduction, and team growth. This role is central to T-Mobile’s digital-first, AI-enabled support strategy.

Key Responsibilities:

• Build, scale, and lead a global Tier 2 support team across onshore and offshore (India) locations
• Deliver complex issue resolution across hardware, software, SaaS, and collaboration platforms
• Establish and evolve a modern support model focused on problem ownership, expertise, and durable fixes
• Track, analyze, and report on operational metrics, SLAs, trends, and business outcomes
• Rapidly identify, escalate, and resolve critical incidents and systemic issues
• Partner with engineering, security, and platform teams on root cause analysis and problem management
• Manage staffing models, escalation paths, and 24x7 support coverage
• Drive knowledge management, documentation standards, and continuous improvement
• Mentor and develop managers and individual contributors, building a culture of accountability and learning
• Lead change management and communication during high-impact incidents and platform changes

Must-Have Skills & Experience:

• 10+ years of experience in enterprise IT support, service management, or end-user experience roles
• 5+ years of people management experience, managing teams of 10+ people
• Proven experience building and scaling support teams
• Experience managing globally distributed teams (onshore and India)
• Deep understanding of enterprise end-user technologies:
• Windows, macOS, mobile devices
• Hardware, OS, telephony, and collaboration tools
• Identity, authentication, and Multi-Factor Authentication (MFA)
• SaaS and cloud-based applications
• Strong incident, problem, and escalation management experience
• Data-driven mindset with experience tracking SLAs, trends, and operational health
• Excellent written and verbal communication skills
• Ability to mentor, coach, and develop high-performing teams
• ITIL knowledge (ITIL v4 preferred)
• Open to candidates with strong project management backgrounds

Nice-to-Have Skills:

• AI-driven automation or agentic AI experience in IT support
• BI reporting and analytics tools experience
• Certifications: ITIL, Six Sigma, Lean, Agile, KCS
• Change management experience

Education:

• Bachelor’s degree in business management, Computer Science, or related field OR equivalent combination of education and experience

TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. ("ANSR") as its exclusive recruiting partner. That means that any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.

TMUS Global Solutions will never seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) before candidate accepts a formal offer.