Senior Americas IT Service Delivery Lead

Linklaters Italy; New York (NY); Híbrido; USD 140 000 - 160 000; Tempo integral

Resumo da oferta

Linklaters seeks a Technology Support Service Manager – Americas to lead high-quality, business-focused technology support across the Americas. You will partner with senior stakeholders, provide technical leadership, and oversee service delivery and continuous improvement in a global operating model.

You will manage escalations, coordinate with global Technology & Data teams, and oversee outsourced providers to ensure reliable operations and adoption of technology initiatives.

Qualificações

• 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 and drive service improvements.
• Strong technical troubleshooting expertise covering end-user, infrastructure, and service issues.
• Experience acting as an escalation point for critical incidents with clear stakeholder communication.
• Experience supporting a 24/7 technology environment across global teams and with vendors.

Responsabilidades

• Act as the senior regional technology contact for business stakeholders, ensuring high-quality support across Americas offices.
• Build relationships with senior stakeholders to understand requirements and support technology adoption.
• Provide expert troubleshooting and escalation support for complex technology incidents.
• Partner with global Technology & Data teams to resolve issues and drive improvements.
• Manage relationships with outsourced providers to ensure effective service delivery and issue resolution.

Conhecimentos

Senior IT support

Stakeholder management

Technical troubleshooting

Escalation management

Cross-region collaboration

Service delivery oversight

Problem solving

Hybrid/remote meeting support

Ferramentas

ServiceNow

Microsoft 365

Active Directory

Intune

Cisco collaboration platforms

VPN/Networking basics

VM/Device management tools

Descrição da oferta de emprego

Linklaters seeks a Technology Support Service Manager – Americas to lead high-quality, business-focused technology support across the Americas. You will partner with senior stakeholders, provide technical leadership, and oversee service delivery and continuous improvement in a global operating model.

You will manage escalations, coordinate with global Technology & Data teams, and oversee outsourced providers to ensure reliable operations and adoption of technology initiatives.