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.

 

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%3Cdiv class=%22ExternalClassBE7798DDBE8842DE9750BEBC472752EA%22%3E%3Cdiv%3E%3Cb%3ERequired Qualifications %3C/b%3E%3Cbr%3E%3C/div%3E%3Cdiv%3E%3Cul%3E%3Cli%3EBachelor%27s degree in Computer Science, Management Information Systems, related technical area, or the relevant combination of education and relevant experience %3C/li%3E%3Cli%3EA minimum of 5 years IT management experience %3C/li%3E%3Cli%3EProven record of experience managing in an information technology or technical environment with remote offices and staff %3C/li%3E%3Cli%3EExperience in working with business management to establish priorities and expectations %3C/li%3E%3Cli%3ESuperior customer service skills %3C/li%3E%3Cli%3EAble to prioritize and execute tasks in a high-pressure environment %3C/li%3E%3Cli%3EExperience working in a team-oriented, collaborative environment %3C/li%3E%3Cli%3EOutstanding written, verbal and interpersonal communication skills %3C/li%3E%3Cli%3ESelf-starter with the ability to handle multiple tasks and deadlines with minimal supervision %3C/li%3E%3Cli%3EEngineering, Architecture and/or Construction background is desirable %3C/li%3E%3Cli%3EAbility to travel up to 30% of the time %3C/li%3E%3Cli%3EAn attitude and commitment to being an active participant of our employee-owned culture is a must %3C/li%3E%3C/ul%3E %3Cbr%3E %3Cbr%3E%3C/div%3E%3C/div%3E%3Cspan%3E%3Cp%3E%3Cb%3EWhat We Believe%3C/b%3E%3Cbr%3EHDR is our company. Together, we build on each other%27s life experiences and perspectives to make great things possible every day. This shapes our collaborative culture, encourages organizational trust and connects us closer to the clients and communities we serve.%3Cbr%3E%3Cbr%3E%3Cb%3EOur Commitment%3C/b%3E%3Cbr%3EAs employee owners, we all have a role in creating an inclusive environment where each of us is welcomed, valued, respected and empowered to bring our authentic selves to work every day.%3Cbr%3E%3Cbr%3EOur eight Employee Network Groups (Asian Pacific, Black, Hispanic/Latino(a), LGBTQ+, People with Disabilities, Veterans, Women, Young Professionals) help create a sense of belonging and foster a supportive environment where everyone is empowered to engage and contribute. Each group has an executive sponsor and is open to all employees.%3C/p%3E%3C/span%3E

Job Details
Primary Location: United States-Georgia-Atlanta
Other Locations: United States-Pennsylvania-Philadelphia, United States-North Carolina-Charlotte, United States-Maryland-Baltimore, United States-Kentucky-Paducah, United States-Ohio-Cleveland, United States-Pennsylvania-Pittsburgh, United States-Virginia-Virginia Beach, United States-District of Columbia-Washington DC, United States-Massachusetts-Boston, United States-New York, United States-Florida-Orlando, United States-Tennessee-Nashville
Industry: IT
Schedule: Full-time
Employee Status: Regular
BusinessClass: Marketing and Admin
Job Posting: Jul 31, 2026