Director of Support Services

Job not on LinkedIn

🔥 2 minutes ago

🏄 California, Colorado, +5 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote

💵 $208.3k - $281.8k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

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WSGR

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

⚽ Sports

🤝 Non-profit

Consulting • Sports • Non-profit

WSGR is Wassersportgemeinschaft Rangau e. V. , a community-focused watersports and sailing club based at Brombachsee (Enderndorf) in Germany. The volunteer-run association organizes regattas, training (including youth sailing weeks and catamaran events), social events (summerfest, New Year’s party) and maintains an active membership program welcoming families and non-elitist participation. The club operates as a membership non-profit that promotes recreational and competitive sailing and community activities.

📋 Description

• 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

• 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

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

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