Regional Technology Service Manager

WFB Ashurst Perkins Coie US LLP•Austin, NY

23d•Hybrid

About The Position

The Regional Technology Services Manager will manage an assigned region of Technology Service Analysts who process and resolve incoming user support issues and questions. This role is responsible for regional Tier 2 support delivery, staff development, and operational execution of end-user technology services. The Regional Technology Services Manager ensures consistent delivery of support services within the assigned region while aligning with firmwide service standards, escalation models, and IT Service Management (ITSM) processes. This position partners closely with the Service Desk Manager (Tier 1) and the (Senior) Technology Services Manager to ensure effective escalation, communication, and service delivery across the firm.

Requirements

4–6 years of technical support experience, with demonstrated progression in scope and responsibility
1–2 years of leadership or supervisory experience in a technical support environment
Strong leadership and team development skills
Excellent communication and interpersonal skills
Strong analytical and problem-solving abilities
Advanced technical troubleshooting skills across Windows and macOS environments
Ability to manage competing priorities across multiple locations
ITSM platforms (e.g., ServiceNow)
Microsoft 365 and related productivity tools
Windows and macOS operating environments
Remote support and endpoint management tools
AV and conferencing technologies
Asset management and inventory systems

Nice To Haves

Experience with ServiceNow or comparable ITSM platforms
Experience in a legal or professional services environment
ITIL familiarity or certification
Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus

Responsibilities

Establishes and maintains strong working relationships with users, local office leadership within the region, and IT peers.
Serves as a regional leader and liaison between local offices and centralized IT functions.
Motivates, mentors, and coaches Technology Service Analysts to deliver high-quality support and continuously develop their technical and professional skills.
Provides direct supervision and daily administrative oversight of Technology Service Analysts within the assigned region.
Approves time and leave requests, manages daily workload and ticket distribution, hiring, onboarding, and developing staff, conducting performance reviews, and addressing personnel issues.
Collaborates with the (Senior) Technology Services Manager and peer Regional Managers to align on service standards, balance workload, and improve processes.
Reviews service metrics and conducts qualitative ticket reviews to ensure service quality and consistency.
Ensures effective handling of Tier 2 incidents and service requests within the region.
Oversees advanced troubleshooting and resolution, ensures proper prioritization and documentation, monitors ticket queues, and escalates issues to Tier 3 as needed.
Partners with the Service Desk Manager to ensure effective escalation from Tier 1 to Tier 2.
Ensures clear intake, accurate documentation, and adherence to escalation models.
Collaborates with Tier 3 teams to support resolution of complex issues.
Identifies skill gaps and coordinates training initiatives.
Supports onboarding of new staff and ensures readiness.
Develops training materials and ensures effective use of knowledge resources.
Ensures all incidents and requests are properly documented.
Maintains regional documentation and participates in knowledge management initiatives.
Serves as the primary IT support leader within assigned offices, including coordinating hardware, software, and AV support activities.
Coordinates with Office Business Directors and provides status updates.
Participates in meetings and communicates outages or changes.
Partners with the Technology Asset Manager to manage inventory, asset tracking, and support regional planning and budgeting.
Identifies trends and inefficiencies and recommends process improvements and service enhancements.
Perform other duties, as assigned.
Be present at work during regularly scheduled working hours and as needed in the position, consistent with the firm’s attendance expectations.