Technology Support Service Manager - Asia

Your role

Oversees the daily technology operations activity across the office.  Working closely with senior business stakeholders and technology support teams to ensure smooth running of services, point of escalation for issues and business partner for technology matters.

The role will be responsible for implementing the global technology strategy in the office and drive adoption across departments and users.  It will also partner with business stakeholders to understand local requirements and feed them back into the relevant technology teams to help develop the global strategy.

Responsibilities will include:

• Be a business partner to senior stakeholders to drive adoption of technology services, identify areas of improvement that will help drive business strategy and represent the global technology leadership team on a day to day basis.
• Supervises the day-to-day operations of the regional IT service support team, ensuring timely and effective resolution of technical issues.
• Ensures availability of user support at all times within area of responsibility and manages critical troubleshooting activities.
• Monitors problem ticket trends and oversees analysis to determine changes in the level of support required.
• Develops and maintains regional IT service support policies and procedures, ensuring compliance with Firm standards and industry regulations.
• Allocates schedules and provisions after-hours and weekend support when necessary to maintain business continuity and technology performance requirements.
• Steers performance management by developing standard operating procedures to track service level targets and key performance indicators, ensuring effective monitoring and continuous improvement in alignment with the Firm's objectives.
• Leads as the direct contact for local external vendors and various internal departments when immediate or unscheduled changes are needed.
• Collaborates with broader Technology & Data teams to identify recurring issues and propose process improvements to enhance support services.
• Reviews opportunities for cost savings and efficiency improvements and assists in implementing solutions.
• Implements strategies for improved efficiency and effectiveness in service delivery.
• Manages a high-performing team, allocating resources and implementing development plans to ensure team members are progressing in their roles.

About you

• Significant experience in an IT service support or similar technical role, with exposure to supervising or managing a team.
• Experience of working in a global organisation, liaising with teams around the world to provide a 24/7 service
• Confidence in working with senior business stakeholders, at partner / chief level or equivalent
• Strong troubleshooting skills, with the ability to think analytically and ensure prompt resolution of complex technical issues.
• Expertise in developing and implementing IT service support policies, aligning with both organisational standards and industry regulations.
• Proven ability to monitor and analyse trends in problem tickets to identify recurring issues and optimise support delivery processes.
• Knowledge of managing external vendors and coordinating with various internal teams to implement immediate or unscheduled changes effectively.
• Familiarity with performance management tools and techniques to measure, assess, and improve service levels and KPIs (Key Performance Indicators).
• Confidence in planning schedules and allocating resources for 24/7 support, including handling after-hours or weekend service requests.
• A track record in identifying opportunities for cost savings and efficiency improvements across IT operations.
• Strong leadership and mentoring skills, with experience fostering a high-performing team and supporting individual team member development.
• The ability to adopt a collaborative approach to resolve cross-functional challenges and identify broader technology enhancements.

Linklaters

• Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.
• Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.
• We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.
• Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.
• We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

What sets us apart

At Linklaters

• We offer a truly global work experience and the opportunity to be involved in strategic projects that drive innovation and shape the future of our business
• We belong to a firm that embodies its corporate social, environment, and governance responsibility commitments
• We celebrate diversity, equity, and inclusion so our people can bring themselves to work
• We advocate speak-up culture to empower our people in sharing their voices and an open-door policy to ensure they are listened to
• We invest in custom-fit career paths for our people in line with their talents and aspirations
• We provide agile working solutions to meet the changing needs of our people and our business
• We are committed to people first relationships based on mutual trust, respect, and appreciation
• We support the health and wellbeing of our people, providing a safe space to talk about emotions and mental health with access to expert advice as needed
• We invest in developing leaders of the future who demonstrate emotional intelligence and a passion to discover, coach and develop the talents of others

Technical Skills:

This list of duties and responsibilities above is not exhaustive.  It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.