IT Regional Support Services Manager

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves: What is our impact on the world? Watch Our Story. Each role at HDR makes a difference in our ability to change the world for the better.

About the Role

The IT Regional Support Manager is responsible for leading the delivery of end-user technology support across a designated region. This role oversees multiple IT support teams and ensures the consistent delivery of high-quality technical services that enable business operations and provide an exceptional employee experience. Working closely with IT leadership and business stakeholders, the IT Regional Support Manager establishes service standards, drives operational improvements, manages regional support resources, and leads the planning and execution of technology initiatives. The role combines people leadership, operational management, financial accountability, and project execution to ensure technology services remain reliable, scalable, and aligned with organizational needs.

Responsibilities

• Lead and develop regional IT support teams, including workforce planning, recruitment, performance management, career development, succession planning, and employee engagement.
• Oversee the delivery of technical support services across multiple locations, ensuring service commitments are met and employees receive timely, effective technology assistance.
• Establish, monitor, and improve operational performance through service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction measures, and other performance metrics.
• Drive continuous improvement initiatives by identifying trends, addressing recurring issues, and leveraging incident, problem, change, and quality management practices to enhance service quality and operational efficiency.
• Develop and manage regional operational budgets in partnership with IT leadership, including forecasting, resource planning, technology investments, and support-related operating expenses.
• Partner with Facilities, Operational Services, and other IT teams to support office openings, relocations, expansions, acquisitions, and closures while ensuring a seamless technology experience for employees.
• Foster strong collaboration across IT functions to ensure service expectations, support standards, and operational objectives are consistently achieved.
• Ensure compliance with organizational policies, security requirements, and applicable regulatory standards across all support operations.
• Lead regional and enterprise technology initiatives by developing project plans, coordinating resources, monitoring progress, managing risks, and communicating outcomes to stakeholders.
• Provide leadership and direction to IT support managers and supervisors, establishing clear priorities, accountability, and alignment with organizational goals.
• Review, prioritize, and coordinate support-related work requests and initiatives to ensure resources are effectively deployed and business priorities are met.

Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, related technical area, or the relevant combination of education and experience.
• A minimum of 5 years IT management experience.
• Proven record of experience managing in an information technology or technical environment with remote offices and staff.
• Experience working with business management to establish priorities and expectations.
• Superior customer service skills.
• Able to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Outstanding written, verbal, and interpersonal communication skills.
• Self-starter with the ability to handle multiple tasks and deadlines with minimal supervision.
• Engineering, Architecture, and/or Construction background is desirable.
• Ability to travel up to 30% of the time.
• An attitude and commitment to being an active participant of our employee-owned culture is a must.

What We Believe

HDR is our company. Together, we build on each other's life experiences and perspectives to make great things possible every day. This shapes our collaborative culture, encourages organizational trust, and connects us closer to the clients and communities we serve.

Benefits

We provide a comprehensive benefits package that promotes employee ownership, employee health, performance, and success, which includes:

• Medical, dental, and vision coverage.
• Short and long-term disability, life insurance.
• An employee assistance program.
• Paid time away, parental leave, and paid holidays.
• A retirement savings plan with employer match.
• Employee referral bonus and tuition reimbursement.

Our eight Employee Network Groups (Asian Pacific, Black, Hispanic/Latino(a), LGBTQ+, People with Disabilities, Veterans, Women, Young Professionals) help create a sense of belonging and foster a supportive environment where everyone is empowered to engage and contribute. Each group has an executive sponsor and is open to all employees.

Pay

The expected compensation range for this position depends upon skills, experience, education, and geographical location:

• Cleveland, OH and Virginia Beach, VA: $109,690.00 - $156,700.00
• Boston, MA and Washington, DC: $131,628.00 - $188,040.00
• New York, NY: $137,113.00 - $195,875.00

Schedule

Full-time, regular position.

Primary location: United States-Georgia-Atlanta. Other locations include: United States-Pennsylvania-Philadelphia, United States-North Carolina-Charlotte, United States-Maryland-Baltimore, United States-Kentucky-Paducah, United States-Ohio-Cleveland, United States-Pennsylvania-Pittsburgh, United States-Virginia-Virginia Beach, United States-District of Columbia-Washington DC, United States-Massachusetts-Boston, United States-New York, United States-Florida-Orlando, United States-Tennessee-Nashville.