Purpose
The Technology Support Service Manager – Americas is a senior technology professional responsible for delivering a high-quality, business-focused technology support experience across the Americas region. Acting as a trusted partner to senior business stakeholders, the role provides expert guidance, technical leadership, and operational oversight to ensure the effective delivery and continuous improvement of technology services. As a key escalation point for complex issues and critical incidents, the role combines strong technical expertise with a proactive approach to problem solving, service optimisation, and stakeholder engagement.
Working within a global operating model, the role collaborates closely with Technology & Data teams, outsourced service providers, and business functions to maintain service excellence, support the adoption of technology initiatives, and ensure technology services align with evolving business needs.
Key responsibilities
- Act as the senior regional technology contact for business stakeholders, ensuring a high-quality support experience across Americas offices.
- Build strong relationships with senior stakeholders to understand requirements, address service challenges, and support technology adoption.
- Provide expert technical troubleshooting and act as an escalation point for complex technology incidents and operational issues.
- Partner with global Technology & Data teams to resolve service issues and drive continuous improvement initiatives.
- Manage operational relationships with outsourced service providers and third-party vendors to ensure effective service delivery and issue resolution.
- Support the implementation of technology initiatives, ensuring successful local adoption and business engagement.
- Coordinate responses to critical incidents, service disruptions, and unscheduled operational changes.
- Contribute to the development and refinement of support processes, standards, and operational procedures.
- Identify opportunities to improve service efficiency, effectiveness, and consistency across the region.
- Ensure appropriate local support coverage and business continuity arrangements are maintained.
Skills & Experience
- Significant experience in a senior IT support, workplace technology, or service operations role within a complex global organization.
- Proven ability to build trusted relationships with senior business stakeholders, influencing technology adoption and driving service improvements.
- Strong technical troubleshooting expertise, with the ability to diagnose and resolve complex end-user, infrastructure, and service issues.
- Experience acting as an escalation point for critical incidents, ensuring timely resolution and clear stakeholder communication.
- Experience working across global teams to support a 24/7 technology environment and maintain consistent service delivery standards.
- Proven experience managing outsourced service providers and third-party vendors, holding partners accountable for service performance and outcomes.
- Ability to collaborate effectively across technology functions to resolve cross-functional issues and identify broader technology enhancements.
- Experience supporting the implementation and adoption of technology services, changes, and business initiatives.
- Professional services or law firm experience preferred.
- Hands-on experience across core support technologies, with the knowledge to supervise, guide and quality-check team members performing these tasks.
- Advanced technical troubleshooting and root-cause analysis.
- Microsoft 365 administration and support (Office, Teams, OneDrive and collaboration tools).
- Advanced desktop and end-user technology support, including Windows 11, laptops, mobile devices, printers and executive/VIP support.
- Active Directory user, group and access management.
- Microsoft Intune and mobile device management.
- Networking fundamentals including Wi-Fi, VPN and connectivity troubleshooting.
- Audiovisual (AV) and meeting room technology support, including Cisco collaboration and conferencing platforms.
- Experience supporting and coordinating hybrid meetings, virtual events and technology-enabled business events.
- Teams, Zoom and Webex meeting platform and end-user support.
- ServiceNow or other enterprise IT service management platforms.
- Vendor and outsourced service provider management.
- Strong communication skills with the ability to engage confidently with senior stakeholders and translate technical issues into business language.
- Knowledge of iManage or comparable document management systems preferred.
The base salary range offered for this role will be between $140,000 and $160,000 and represents the firm’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate’s relevant experience, performance, qualifications, degrees and location, as well as the needs of the firm. The total compensation package for this position may include overtime pay, discretionary bonuses and other benefits.
Technical Skills:
Business Partner Support, Device Management, IT Incident Management, IT Service Delivery Management, IT Service Level Management, Resource Optimization, Technical Support, Technology Adoption, Technology Deployments, Troubleshooting
This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.
