Regional Technology Service Manager

About the role

The Regional Technology Services Manager manages 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.

Responsibilities

• 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.
• Provides direct supervision and daily administrative oversight of Technology Service Analysts within the assigned region.
• Approves time and leave requests, manages daily workload and ticket distribution, hires, onboards, and develops staff, conducts performance reviews, and addresses 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. COMMUNICATES WITH OFFICE BUSINESS DIRECTORS AND PROVIDES STATUS UPDATES. PARTICIPATES IN MEETINGS AND COMMUNICATES OUTAGES OR CHANGES.
• COORDINATES WITH 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.
• WORKS WITH ONE OF THE 100 BEST COMPANIES TO WORK FOR AND RECEIVE GREAT HEALTH INSURANCE, TUITION REIMBURSEMENT, AND PAID SABBATICALS.

Qualifications

• 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.

Skills

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

Benefits

• 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.