IT Regional Support Services Manager

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves: What is our impact on the world?

Watch Our Story:' https://www.hdrinc.com/our-story'

Each and every role throughout our organization makes a difference in our ability to change the world for the better. Read further to learn how you could help make great things possible not only in your community, but around the world.

The IT Regional Support Manager is responsible for leading the delivery of end-user technology support across a designated region. This role oversees multiple IT support teams and ensures the consistent delivery of high-quality technical services that enable business operations and provide an exceptional employee experience.

Working closely with IT leadership and business stakeholders, the IT Regional Support Manager establishes service standards, drives operational improvements, manages regional support resources, and leads the planning and execution of technology initiatives. The role combines people leadership, operational management, financial accountability, and project execution to ensure technology services remain reliable, scalable, and aligned with organizational needs.

Key Responsibilities

Lead and develop regional IT support teams, including workforce planning, recruitment, performance management, career development, succession planning, and employee engagement.

Oversee the delivery of technical support services across multiple locations, ensuring service commitments are met and employees receive timely, effective technology assistance.

Establish, monitor, and improve operational performance through service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction measures, and other performance metrics.

Drive continuous improvement initiatives by identifying trends, addressing recurring issues, and leveraging incident, problem, change, and quality management practices to enhance service quality and operational efficiency.

Develop and manage regional operational budgets in partnership with IT leadership, including forecasting, resource planning, technology investments, and support-related operating expenses.

Partner with Facilities, Operational Services, and other IT teams to support office openings, relocations, expansions, acquisitions, and closures while ensuring a seamless technology experience for employees.

Foster strong collaboration across IT functions to ensure service expectations, support standards, and operational objectives are consistently achieved.

Ensure compliance with organizational policies, security requirements, and applicable regulatory standards across all support operations.

Lead regional and enterprise technology initiatives by developing project plans, coordinating resources, monitoring progress, managing risks, and communicating outcomes to stakeholders.

Provide leadership and direction to IT support managers and supervisors, establishing clear priorities, accountability, and alignment with organizational goals.

Review, prioritize, and coordinate support-related work requests and initiatives to ensure resources are effectively deployed and business priorities are met.

Success in This Role

Successful candidates are collaborative technology leaders who excel at building high-performing teams, improving service delivery, managing complex operational environments, and driving results through strong communication, accountability, and customer focus. They balance strategic planning with hands-on leadership to ensure technology support services remain responsive, reliable, and aligned with business needs.

#LI-KV1