Senior Technology Services Manager

Perkins Coie•Madison, WI

About The Position

GENERAL PURPOSE The Senior Technology Services Manager is responsible for the strategic and operational leadership of the Firm’s Enterprise Support organization, encompassing Tier 1 Service Desk operations and Tier 2 Regional Technology Services teams. This role owns the end-to-end support delivery model, ensuring consistent, high-quality technology services across all offices and regions. This position operates as the primary authority for service delivery performance, IT Service Management (ITSM) governance, and cross-functional operational alignment. The Senior Technology Services Manager drives continuous improvement, service maturity, and workforce effectiveness, while partnering closely with engineering, asset management, and other IT functions to ensure a cohesive and scalable service experience aligned with Firm priorities. Essential Functions These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Enterprise Support Strategy & Ownership Defines, implements, and continuously evolves the Enterprise Support operating model across Tier 1 and Tier 2. Establishes clear roles, responsibilities, and accountability across support tiers to ensure consistency and efficiency. Owns the overall service delivery strategy, ensuring alignment with Firm technology priorities and business needs. Drives standardization of service delivery practices across all offices and regions. ITSM Governance & Process Ownership Serves as the accountable owner for ITSM processes including Incident Management, Request Fulfillment, Change Management, Problem Management, & Major Incident Management. Defines, enforces, and continuously refines service management workflows, policies, and governance structures. Leads governance forums to evaluate process adherence, identify gaps, and drive improvements. Ensures alignment between operational execution and defined ITSM frameworks. Service Performance & Operational Excellence Owns and manages service performance outcomes across Tier 1 and Tier 2, including SLA compliance, FCR, backlog, and escalation quality. Develops and maintains dashboards and performance metrics to monitor service health. Identifies trends, systemic issues, and operational inefficiencies and implements corrective actions. Drives improvements that enhance service quality, responsiveness, and user satisfaction. Leadership & Organizational Development Leads, mentors, and develops the Service Desk Manager and Regional Technology Services Managers. Establishes a high-performance culture focused on accountability, continuous improvement, and customer service excellence. Builds leadership capability within the organization through coaching and development planning. Ensures clear performance expectations and alignment across all support leaders. Cross-Functional Integration Partners with Asset Management, AV Services, Technology Education, and engineering teams to ensure seamless service delivery. Aligns support operations with upstream engineering processes and downstream user experience expectations. Resolves cross-functional challenges and drives collaboration across IT service areas. Workforce & Capacity Planning Develops workforce strategies and capacity models aligned with service demand and growth. Ensures appropriate staffing levels, skill distribution, and coverage models across Tier 1 and Tier 2. Forecasts future needs and proactively adjusts organizational structure to support evolving demands. Continuous Improvement & Transformation Drives service improvement initiatives focused on automation, efficiency, and user experience. Partners with ServiceNow and engineering teams to prioritize enhancements and workflow optimization. Advances operational maturity through process refinement and innovation. Executive Communication & Reporting Provides executive-level reporting on service performance, risks, and improvement initiatives. Communicates effectively with senior leadership and stakeholders on service health and strategic direction. Represents Enterprise Support in strategic planning and decision-making forums.

Requirements

Deep understanding of IT Service Management frameworks and best practices
Proven experience leading multi-layered technical support organizations
Strong analytical skills with ability to translate service data into actionable insights and strategy
Exceptional leadership and organizational development capabilities
Excellent written and verbal communication and stakeholder management skills
Ability to lead cross-functional initiatives and influence outcomes across organizational boundaries
Bachelor’s degree preferred; equivalent experience considered
8–10 years of experience in IT service delivery or support, with demonstrated progression in leadership scope

Nice To Haves

Experience with ServiceNow or enterprise ITSM platforms
Experience in professional services or law firm environments
ITIL certification or equivalent structured service management training

Responsibilities

Defines, implements, and continuously evolves the Enterprise Support operating model across Tier 1 and Tier 2.
Establishes clear roles, responsibilities, and accountability across support tiers to ensure consistency and efficiency.
Owns the overall service delivery strategy, ensuring alignment with Firm technology priorities and business needs.
Drives standardization of service delivery practices across all offices and regions.
Serves as the accountable owner for ITSM processes including Incident Management, Request Fulfillment, Change Management, Problem Management, & Major Incident Management.
Defines, enforces, and continuously refines service management workflows, policies, and governance structures.
Leads governance forums to evaluate process adherence, identify gaps, and drive improvements.
Ensures alignment between operational execution and defined ITSM frameworks.
Owns and manages service performance outcomes across Tier 1 and Tier 2, including SLA compliance, FCR, backlog, and escalation quality.
Develops and maintains dashboards and performance metrics to monitor service health.
Identifies trends, systemic issues, and operational inefficiencies and implements corrective actions.
Drives improvements that enhance service quality, responsiveness, and user satisfaction.
Leads, mentors, and develops the Service Desk Manager and Regional Technology Services Managers.
Establishes a high-performance culture focused on accountability, continuous improvement, and customer service excellence.
Builds leadership capability within the organization through coaching and development planning.
Ensures clear performance expectations and alignment across all support leaders.
Partners with Asset Management, AV Services, Technology Education, and engineering teams to ensure seamless service delivery.
Aligns support operations with upstream engineering processes and downstream user experience expectations.
Resolves cross-functional challenges and drives collaboration across IT service areas.
Develops workforce strategies and capacity models aligned with service demand and growth.
Ensures appropriate staffing levels, skill distribution, and coverage models across Tier 1 and Tier 2.
Forecasts future needs and proactively adjusts organizational structure to support evolving demands.
Drives service improvement initiatives focused on automation, efficiency, and user experience.
Partners with ServiceNow and engineering teams to prioritize enhancements and workflow optimization.
Advances operational maturity through process refinement and innovation.
Provides executive-level reporting on service performance, risks, and improvement initiatives.
Communicates effectively with senior leadership and stakeholders on service health and strategic direction.
Represents Enterprise Support in strategic planning and decision-making forums.