Director of Support Services

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Take charge of the daily operations of the outsourced Service Desk, ensuring the vendor meets contracted SLAs, quality benchmarks, and cost objectives.

• Manage deskside support technicians across the firm's 17 offices, guaranteeing consistent service coverage, response times, and quality.

• Standardize support procedures, ticket management, and escalation processes across both the Service Desk and deskside teams.

• Leverage ticket data, reporting, and analytics to spot trends, mitigate recurring issues, and enhance support performance.

• Act as the executive escalation point for unresolved support matters and facilitate their resolution.

• Cultivate trusted relationships with attorneys, business professionals, and internal stakeholders.

• Ensure high levels of satisfaction through proactive engagement, structured communication, and effective problem resolution.

• Represent the end user’s perspective, translating recurring issues into service deficiencies and opportunities for improvement.

• Oversee the onboarding and technological enablement of new attorneys and business professionals.

• Lead the Technical Training group, encompassing curriculum development, content creation, and delivery methods.

• Formulate and implement communication strategies for support and business initiatives.

• Manage technical communications regarding outages, deployments, technical modifications, and existing issues.

• Collaborate with the Technical Training group to create resources based on Service Desk ticket trends.

• Work with practice groups or firm leadership to determine training priorities for new technology implementations.

• Ensure adherence to internal governance models and quality standards.

• Engage as a key stakeholder in incident management for support-related outages.

• Establish staffing, scheduling, and coverage strategies across various offices and time zones.

• Benchmark support operations and adopt industry best practices.

• Manage budgets for support services, encompassing vendor contracts, staffing costs, and tooling expenses.

• Recruit, mentor, and develop support personnel.

• Set expectations, balance workloads, and ensure coverage across offices.

• Promote talent development, succession planning, and effective workforce utilization.

• Identify and address knowledge and skill gaps within the team.

• Define team objectives, performance standards, and accountability measures to enhance service outcomes.

⛳️ Requirements

• Must be self-motivated with an intrinsic ability to take ownership and independently drive tasks to completion.

• Must possess a positive, can-do attitude and proactively engage with leadership as an advocate for end users.

• Proven experience in managing multiple technical teams to deliver outstanding support services across various locations and time zones.

• Strong understanding of support operations fundamentals, including SLA management, ticketing systems, escalation frameworks, and staffing/coverage plans.

• Demonstrated success in managing outsourced support vendors, holding them accountable to their contracted performance metrics.

• Experience in identifying technical support and training deficiencies and implementing user-facing solutions.

• Familiarity with AI-enabled support tools and a history of promoting automation adoption within support functions.

• Excellent written and verbal communication skills, with the ability to articulate support performance to senior stakeholders.

• Strong leadership capabilities, including hiring, coaching, and managing support staff performance.

• Bachelor’s degree in information technology, business administration, or a related field, or equivalent practical experience.

• Over 8 years of progressive experience in end-user support leadership, including managed services and geographically distributed support teams.

• Experience with ServiceNow or a comparable ITSM platform.

• Previous experience in a law firm or professional services environment is preferred.

• Proven track record of leading organizational change within a support or service delivery context.

• Familiarity with applications in the legal industry is preferred.

• Accustomed to providing a "white glove" support experience as standard practice.

• ITIL certification, Lean Six Sigma, or related certifications are advantageous.

🏝️ Benefits

• Discretionary year-end merit bonus based on performance.

• Highly competitive salary and benefits package.