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About the Role

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.

Responsibilities

• Approving time and leave requests, managing 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.

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

Skills

• 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
• Experience with ServiceNow or comparable ITSM platforms
• Experience in a legal or professional services environment
• ITIL familiarity or certification
• 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

Location

• Illinois
• New York
• Washington, D.C.

Work Type

• Hybrid

Experience Level

• 4-6 years technical support experience
• 1-2 years leadership/supervisory experience

Education Level

• Bachelor’s degree preferred; equivalent experience considered
• Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus

Salary/Compensations

• Illinois compensation range: $115,260.00 to $181,460.00 annually
• New York compensation range: $126,720.00 to $199,510.00 annually
• Washington, D.C. compensation range: $124,420.00 to $195,880.00 annually

Benefits

• Eligible for an annual discretionary bonus
• 401(k) plan
• Medical, dental, and vision insurance
• Accrued paid time off plan starting at 20 days annually
• Personal medical and parental leave
• Up to 10 paid holidays
• Family care benefits
• Great health insurance
• Tuition reimbursement
• Paid sabbaticals

About the Company

• At Perkins Coie, we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For

Equal Opportunity

• Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities.