Technology Support Service Lead/Supervisor

TEKsystems•New York, NY

4d•$140,000 - $160,000•Hybrid

About The Position

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.

Requirements

Significant experience in a senior IT support, workplace technology, or service operations role within a complex global organisation.
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.
Solid leadership experience.
Excellent communication and presentation skills.

Nice To Haves

Professional services or law firm experience preferred.
Knowledge of iManage or comparable document management systems preferred.

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.