Technology Support Service Lead/Supervisor

Description

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.

Your key responsibilities

 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.

Your experience

 Significant experience in a senior IT support, workplace technology, or service operations role within a complex global organisation.

 Proven ability to build trusted relationships with senior business stakeholders,

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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.

Qualifications

TBC

Additional Skills

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, OneDrive 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 platform and end-user support.

 ServiceNow or other enterprise IT service management platforms.

 Vendor and outsourced service provider management.

 Strong communication skills with the ability to engage confidently with senior stakeholders and translate technical issues into business language.

 Knowledge of iManage or comparable document management systems preferred.

The Team

You will be welcomed into the Technology and Data team as a key member of the group. This globally diverse function is made up of skilled professionals who are passionate about leveraging technology and data to enable innovation, drive operational efficiency, and support the firm’s strategic ambitions. In this role, you will benefit from strong support and close collaboration with both the local team and the wider Technology and Data community. Our culture emphasizes teamwork, trust, and a shared commitment to continuous improvement.

Working alongside colleagues across the business, the Technology and Data team is dedicated to delivering robust digital solutions, maintaining high standards of data integrity, and unlocking insights that inform decision-making. The role offers exposure to a broad range of initiatives, from system enhancements and data governance to emerging technologies and digital transformation projects. You will find ample opportunities to grow your skills, contribute meaningfully, and develop within a supportive and forward-thinking environment.

Skills

Supervisory skills, Leadership, Windows 11, Microsoft 365, Intune, Video Conferencing, Legal experience, iManage

Top Skills Details

Supervisory skills,Leadership,Windows 11,Microsoft 365,Intune,Video Conferencing

Additional Skills & Qualifications

Candidates must have solid leadership experience.

Candidates must have excellent communication and presentation skills.

Experience Level

Expert Level

This is a Permanent position based out of New York, NY.

The pay range for this position is $140000.00 - $160000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Medical, Dental, Life, PTO, holiday pay, sick pay, 401k

This is a hybrid position in New York,NY.

This position is anticipated to close on Sep 16, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.