Job Description:

Job Description:

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.

Essential Functions

These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.

Leadership

• 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.

Supervisory / Organizational Control.

• Provides direct supervision and daily administrative oversight of Technology Service Analysts within the assigned region.

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.

End-User Support.

• 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.

Escalation & Cross-Tier Coordination.

• 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.

Training & Development:

• 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.

Documentation & Knowledge Management.

• Ensures all incidents and requests are properly documented.
• Maintains regional documentation and participates in knowledge management initiatives.

Regional Office Support:

• Serves as the primary IT support leader within assigned offices, including coordinating hardware, software, and AV support activities.

Communication.

• Coordinates with Office Business Directors and provides status updates. Participates in meetings and communicates outages or changes.

Inventory and Budget.

• Partners with the Technology Asset Manager to manage inventory, asset tracking, and support regional planning and budgeting.

Continuous Improvement:

• 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.

Specific Skills Required:

• 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

Specific Skills Preferred:

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

Education, Licenses, Certifications, and Experience:

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

Technology, Applications:

• 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

This position is 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, and family care benefits. More information regarding benefits and programs may be found here.

This position may be filled in the following location(s). The listed compensation range reflects the typical pay for this role, though it is rare for new hires to receive an offer at the top of the range. Actual compensation may vary depending on experience, skills, market conditions, and internal equity.

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

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