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About the Role

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. This role acts as a trusted partner to senior business stakeholders, providing expert guidance, technical leadership, and operational oversight. It serves as a key escalation point for complex issues and critical incidents, combining technical expertise with a proactive approach to problem-solving and service optimization.

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.

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.
Professional services or law firm experience preferred.
Solid leadership experience.
Excellent communication and presentation skills.

Skills

Supervisory skills
Leadership
Windows 11
Microsoft 365
Intune
Video Conferencing
Legal experience
iManage
Advanced technical troubleshooting
Root-cause analysis
Microsoft 365 administration and support
Office
Teams
OneDrive
Collaboration tools
Advanced desktop and end-user technology support
Windows 11
Laptops
Mobile devices
Printers
Executive/VIP support
Active Directory user, group and access management
Microsoft Intune
Mobile device management
Networking fundamentals
Wi-Fi
VPN
Connectivity troubleshooting
Audiovisual (AV) and meeting room technology support
Cisco collaboration and conferencing platforms
Supporting and coordinating hybrid meetings
Virtual events
Technology-enabled business events
Teams meeting platform and end-user support
Zoom meeting platform and end-user support
Webex meeting platform and end-user support
ServiceNow or other enterprise IT service management platforms
Vendor and outsourced service provider management
Strong communication skills
Engage confidently with senior stakeholders
Translate technical issues into business language
Knowledge of iManage or comparable document management systems preferred

Location

New York, NY

Work Type

Hybrid

Experience Level

Expert Level

Education Level

Salary/Compensations

$140000.00 - $160000.00/yr

Benefits

Medical
Dental
Life
PTO
Holiday pay
Sick pay
401k

About the Company

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.