Support Organization

Microsoft’s Support organization falls under the auspices of Rick Devenuti, who reports to Kevin Johnson (group vice president of the Worldwide Sales, Marketing, and Services Group), who in turn reports to CEO Steve Ballmer.

Lori Moore manages Customer Service and Support (CSS). The majority of CSS employees and outsourced contractors are members of various Technical Support (TS) groups, which are divided up and managed by region-Americas; Europe, the Middle East, and Africa (EMEA); and Asia-Pacific and Japan-with the exception of MSN, games, and home products (such as hardware and consumer software). These TS managers have dotted-line reporting and budgeting relationships to multiple vice presidents of strategic business units (SBUs), and their costs and revenues are allocated to these SBUs.

In addition to CSS, Devenuti is in charge of four regional vice presidents and general managers who manage field-based services, including technical account managers (TAMs) and Microsoft Consulting Services (MCS) engineers.