Senior Americas Technology Support Manager

Linklaters; New York (NY); On-site; USD 140,000 - 160,000; Full time

Job summary

Linklaters in New York, NY seeks a senior Technology Support Service Manager to lead Americas technology support, partner with stakeholders, and drive service improvements. The role combines technical leadership with proactive problem solving and strong collaboration across a global team.

The incumbent will oversee complex incidents, coordinate with outsourced providers, and ensure local continuity while adopting firm-wide technology initiatives and standards.

Qualifications

• Experience in senior IT support within a global organization.
• Proven ability to influence adoption and drive service improvements.
• Strong troubleshooting across end-user, infrastructure, and service issues.
• Experience coordinating 24/7 global support.
• Knowledge of hybrid meetings and AV tech.
• Experience with outsourced service providers.

Responsibilities

• Act as senior regional technology contact for stakeholders.
• Build relationships with senior stakeholders to understand requirements.
• Provide expert troubleshooting and escalation for incidents.
• Partner with global teams to resolve issues and improve services.
• Manage outsourced providers and vendors.
• Support implementation of technology initiatives and adoption.
• Coordinate responses to incidents and service disruptions.
• Develop and refine support processes and procedures.
• Identify opportunities to improve efficiency region-wide.
• Ensure local support coverage and business continuity.

Skills

Stakeholder management

Technical leadership

Incident management

Service delivery

IT support

Microsoft 365

Active Directory

Intune

AV support

ServiceNow

Vendor management

Cross-functional collaboration

Windows 11

Hybrid meetings

Meeting platforms

Tools

ServiceNow

Microsoft 365

Active Directory

Intune

Windows 11

VPN

Cisco conferencing

Zoom

Teams

Webex

iManage

Job description

Linklaters in New York, NY seeks a senior Technology Support Service Manager to lead Americas technology support, partner with stakeholders, and drive service improvements. The role combines technical leadership with proactive problem solving and strong collaboration across a global team.

The incumbent will oversee complex incidents, coordinate with outsourced providers, and ensure local continuity while adopting firm-wide technology initiatives and standards.