Director of End-User Support & Training (Remote/Hybrid)

WSGR; Austin (TX); Hybrid; USD 188,000 - 282,000; Full time

Job summary

Wilson Sonsini seeks a hands-on Director of Support Services to lead end-user support for 17 offices, with a focus on a high-volume, multi-location operation. The role combines operational leadership with a customer-first mindset to ensure fast, quality support for attorneys and business professionals.

The position offers hybrid or fully virtual work arrangements, with responsibilities spanning Service Desk performance, training, and governance to deliver consistent, high-level support across

Qualifications

• Bachelor’s degree or equivalent with 8+ years leading end-user support.
• Experience with ServiceNow or similar ITSM platform.
• Law firm or professional services experience preferred.
• White-glove support and change management mindset.

Responsibilities

• Own day-to-day performance of the outsourced Service Desk, ensuring SLA adherence and cost targets.
• Directly manage deskside support technicians across 17 offices.
• Standardize support processes, ticket handling, and escalation paths.
• Leverage ticket data to identify trends and drive improvements.
• Serve as executive escalation point for unresolved issues.
• Build strong relationships with attorneys and internal stakeholders.
• Oversee onboarding and technology enablement for new attorneys and professionals.

Skills

Self-driven

Leadership

Communication

Vendor management

Automation & AI tooling

Education

Bachelor’s degree in IT/Business

ITIL certification a plus

Tools

ServiceNow

Job description

Wilson Sonsini seeks a hands-on Director of Support Services to lead end-user support for 17 offices, with a focus on a high-volume, multi-location operation. The role combines operational leadership with a customer-first mindset to ensure fast, quality support for attorneys and business professionals.

The position offers hybrid or fully virtual work arrangements, with responsibilities spanning Service Desk performance, training, and governance to deliver consistent, high-level support across