Technology Support Service Manager – Americas

Purpose 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. Acting as a trusted partner to senior business stakeholders, the role provides expert guidance, technical leadership, and operational oversight to ensure the effective delivery and continuous improvement of technology services. As a key escalation point for complex issues and critical incidents, the role combines strong technical expertise with a proactive approach to problem solving, service optimisation, and stakeholder engagement.

Working within a global operating model, the role collaborates closely with Technology & Data teams, outsourced service providers, and business functions to maintain service excellence, support the adoption of technology initiatives, and ensure technology services align with evolving business needs.

• 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.

• Significant experience in a senior IT support, workplace technology, or service operations role within a complex global organization.
• 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.
• Hands‑on experience across core support technologies, with the knowledge to supervise, guide and quality‑check team members performing these tasks.
• Advanced technical troubleshooting and root‑cause analysis.
• Microsoft 365 administration and support (Office, Teams, One Drive and collaboration tools).
• Advanced desktop and end‑user technology support, including Windows 11, laptops, mobile devices, printers and executive/VIP support.
• Active Directory user, group and access management.
• Microsoft Intune and mobile device management.
• Networking fundamentals including Wi‑Fi, VPN and connectivity troubleshooting.
• Audiovisual (AV) and meeting room technology support, including Cisco collaboration and conferencing platforms.
• Experience supporting and coordinating hybrid meetings, virtual events and technology‑enabled business events.
• Teams, Zoom and Webex meeting…