Director of Support Services

WSGR

. Own day-to-day performance of the outsourced Service Desk, holding the vendor accountable to contracted SLAs, quality standards, and cost targets .

Posted 11/5/2026full-timeRemote • United StatesLead💰 $208,250 - $281,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing outsourced Service Desk operations, ensuring adherence to SLAs and quality standards while driving continuous improvement through data analysis and stakeholder engagement. Proven ability to lead and develop support teams across multiple locations, fostering a high level of service and user satisfaction.

Highest-signal resume keywords

SLA ManagementServiceNowVendor ManagementTechnical Training DevelopmentEnd User Support Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing SystemsEscalation ModelsStaffing PlanningSupport Operations FundamentalsData AnalysisAutomation AdoptionPerformance ManagementProcess StandardizationIncident ManagementBudget Management

Soft Skills

Positive AttitudeProactive EngagementCommunication SkillsRelationship BuildingTeam Development

Tools & Technologies

AI Enabled Support ToolingITSM PlatformsTechnical Communication Tools

Certifications & Qualifications

ITIL CertificationLean Six Sigma

Industry Keywords

Law FirmProfessional ServicesWhite Glove SupportService DeliveryGovernance Models

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own day-to-day performance of the outsourced Service Desk, holding the vendor accountable to contracted SLAs, quality standards, and cost targets
Directly manage deskside support technicians across the firm's 17 offices, ensuring consistent coverage, response times, and service quality
Standardize support processes, ticket handling, and escalation paths across Service Desk and deskside teams
Use ticket data, reporting, and analytics to identify trends, reduce recurring issues, and improve support performance
Serve as executive escalation point for unresolved support issues and drive them to resolution
Build trusted relationships with attorneys, business professionals, and internal stakeholders
Ensure high satisfaction through proactive engagement, structured communication, and effective issue resolution
Act as the voice of the end user and translate recurring issues into service gaps and improvement opportunities
Oversee onboarding and technology enablement for new attorneys and business professionals
Direct the Technical Training group, including curriculum development, content design, and delivery methods
Develop and execute communication strategies for support and business initiatives
Oversee technical communications for outages, deployments, technical changes, and known issues
Partner with the Technical Training group to build resources based on Service Desk ticket trends
Partner with practice groups or firm leadership to identify training priorities for new technology rollouts
Drive compliance with internal governance models and quality standards
Participate as a key stakeholder in incident management for support-related outages
Set staffing, scheduling, and coverage models across offices and time zones
Benchmark support operations and implement industry best practices
Manage support services budgets, including vendor contracts, staffing costs, and tooling expenses
Hire, coach, and develop support resources
Establish expectations, workload balance, and coverage across offices
Support talent development, succession planning, and workforce utilization
Identify and address team knowledge and skill gaps
Set team goals, performance standards, and accountability measures to improve service outcomes

Requirements

What you’ll need

Must be self-driven with a natural tendency to take ownership and independently execute work to completion
Must have a positive can-do attitude and proactively engage with leadership as an advocate for end users
Proven experience directly managing multiple technical groups to produce exceptional support services across multiple locations and time zones
Strong command of support operations fundamentals, including SLA management, ticketing systems, escalation models, and staffing/coverage planning
Demonstrated success managing outsourced support vendors, including holding vendors accountable to contracted performance
Experience identifying technical support and training gaps and implementing user-facing solutions
Familiarity with AI enabled support tooling and a track record of driving automation adoption within a support function
Excellent written and verbal communication skills, with experience communicating support performance to senior stakeholders
Strong leadership skills, including hiring, coaching, and performance management of support personnel
Bachelor’s degree in information technology, business administration, or a related field, or equivalent practical experience
8+ years of progressive experience in end user support leadership, including managed services and geographically dispersed support teams
Experience with ServiceNow or equivalent ITSM platform
Experience in a law firm or professional services environment preferred
Track record of leading organizational change within a support or service delivery function
Familiarity with legal industry applications preferred
Accustomed to providing "white glove" support experience as standard practice
ITIL certification, Lean Six Sigma or related certifications a plus

Benefits

Comp & perks

Discretionary year-end merit bonus based on performance
Highly competitive salary and benefits package