Regional Technology Services Manager

Job Description

Job Description

Regional Technology Services Manager

Location: New York, NY

Note: This is a full-time role as a W2 employee. (No third party candidates please.)

Overview

We’re looking for an Regional Technology Services Manager to oversee technology operations, staff, and support delivery across multiple offices within the United States. This role ensures that each location receives consistent, high-quality IT service and that regional teams have the leadership, tools, and direction needed to meet user expectations.

The IT Regional Manager works closely with the Director of IT Service and partners with local IT Service Managers to maintain a unified support model across all offices.

Key Responsibilities

Regional Leadership & Service Delivery

• Lead day-to-day technology support across several offices, ensuring reliable service and a positive user experience.
• Maintain oversight of computers, printers, video conferencing setups, and other user-facing tech to ensure availability.
• Promote a customer-first culture across regional teams and resolve escalated issues when needed.
• Build strong working relationships with office leadership and serve as a trusted technology advisor.

Team Management & Development

• Manage regional IT staff, including performance evaluations, goal-setting, and ongoing career development.
• Coach team members to stay adaptable, customer-focused, and responsive to evolving business needs.
• Provide opportunities for team members to expand skills and take on new responsibilities.

Operational Coordination

• Use IT service management tools (ServiceNow, Jira, etc.) to review ticket activity and ensure timely resolutions.
• Collaborate with other IT leaders on firmwide initiatives, system upgrades, and technology deployments.
• Support enterprise meeting technology, including video conferencing and presentation systems.
• Assist the PMO with regional execution of projects, system rollouts, and technology transitions.

Systems, Infrastructure & Security

• Coordinate with infrastructure teams on network performance, server health, telecom systems, and AV environments.
• Support routine maintenance and troubleshooting for LAN/WAN environments.
• Reinforce data security practices and ensure regional adherence to policies and standards.

Travel

Visit regional offices periodically to meet with staff, review operations, and maintain communication with local leadership.

Proficiencies

• Deep knowledge of Windows operating systems and Microsoft Office.
• Strong understanding of customer service principles and support workflows.
• Experience with ITSM platforms (ServiceNow/Jira preferred).
• Ability to interpret service metrics, identify trends, and adjust processes accordingly.
• Expertise in remote access technologies (Citrix, VPN), wireless technologies, and modern networking fundamentals.

Qualifications

• Bachelor’s degree preferred; advanced degree a plus.
• 10+ years in IT management or supervisory roles.
• Extensive experience supporting software, hardware, and networking in a multi-office environment.
• Strong background with LAN/WAN support and workstation configuration.
• Experience working in professional services (law firm experience is helpful).
• Excellent communication skills and the ability to collaborate with staff at all levels.

Who Excels in This Role

• A steady, relationship-driven leader who can guide teams across multiple offices.
• Someone who combines technical know-how with strong people management skills.
• A proactive problem-solver who stays ahead of issues and looks for ways to strengthen service delivery.
• A communicator who can advocate for users, work collaboratively with other IT groups, and represent the region with professionalism.