Technology Support Service Manager

Talon Professional Services; New York (NY); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Talon Professional Services is seeking a highly experienced Technology Support Service Manager to elevate regional technology support operations across the Americas. You will partner with senior leaders to deliver reliable IT services, manage incidents, and drive continuous improvement in a global environment.

In this hybrid role, you will coordinate with cross-functional teams and vendors to optimize service delivery, guide ITSM best practices, and influence technology adoption at a senior

Qualifications

• Extensive experience in IT service delivery or support within a large, international organization.
• Experience with managing outsourced service providers and vendors.
• Strong troubleshooting skills for infrastructure and end-user technology issues.
• Excellent stakeholder management and communication abilities.
• Hands-on knowledge of core support technologies including Microsoft 365, Windows, Active Directory, networking fundamentals, and conferencing platforms.
• Familiarity with enterprise service management platforms like ServiceNow.
• Proactive incident management and service improvement.

Responsibilities

• Lead delivery of technology services across the Americas and partner with senior stakeholders to align on strategy.
• Coordinate cross-functional teams and vendors to ensure reliable incident response and service delivery.
• Drive continuous service improvements and adoption of ITSM best practices across global operations.
• Collaborate with leadership to optimize performance and stakeholder satisfaction.

Skills

IT service delivery

Stakeholder management

Troubleshooting

Vendor management

Microsoft 365

Windows

Active Directory

Networking

Conferencing platforms

ServiceNow

Incident management

Service improvement

Education

ITIL certification

Tools

ServiceNow

Microsoft 365

Windows

Active Directory

Networking

Conferencing platforms

Job description

Join a leading organization seeking a highly experienced Technology Support Service Manager to elevate their regional technology support operations. In this pivotal role, you will serve as the strategic partner to senior stakeholders, leading the delivery of exceptional technology services across the Americas. Your expertise will ensure operational excellence, foster strong stakeholder relationships, and drive continuous service improvements in a dynamic, global environment. If you thrive on solving complex technical challenges, optimizing service delivery, and influencing technology adoption at a senior level, this position offers a rewarding opportunity to make a significant impact.

Required Skills

Extensive experience in IT service delivery or support within a large, international organization; proficiency in managing complex support environments; strong troubleshooting skills for infrastructure and end-user technology issues; experience with managing outsourced service providers and vendors; excellent stakeholder management and communication abilities; hands-on knowledge of core support technologies including Microsoft 365, Windows, Active Directory, networking fundamentals, and conferencing platforms; familiarity with enterprise service management platforms like ServiceNow; and a proactive approach to incident management and service improvement.

Nice to Have Skills

Experience with Audiovisual (AV) technology, hybrid meeting support, iManage or similar document management systems, and vendor management experience.

Preferred Education and Experience

Proven track record in a senior IT support or operations role within a global organization; experience supporting hybrid work environments and critical incident response; and relevant certifications related to IT service management and support technologies are advantageous.

Other Requirements

This role requires a hybrid work setup, with four days onsite at our facility. Candidates should be prepared to coordinate with multiple teams and vendors across regions and support business continuity initiatives. Strong communication skills and the ability to engage with senior leadership are essential.