Head of End-User Support & IT Service Delivery (Hybrid)

Wilson Sonsini Goodrich & Rosati, Professional Corporation; Palo Alto (CA); Hybride; USD 208 000 - 282 000; Plein temps

Résumé du poste

Wilson Sonsini, the premier law firm serving technology and life sciences sectors, seeks a Director of Support Services to lead end-user support across 17 offices. You will own the outsourced Service Desk, deskside teams, and the Technical Training group, driving service quality, governance, and user-focused outcomes.

The ideal candidate will bring hands-on leadership, customer-first mindset, and proven success managing cross-location support operations with strong SLA discipline.

Qualifications

• Bachelor's degree or equivalent practical experience in IT, business or related field.
• 8+ years of progressive experience in end user support leadership, including managed services and geographically dispersed teams.
• Experience with ServiceNow or equivalent ITSM platform.
• Experience in a law firm or professional services environment preferred.
• ITIL certification, Lean Six Sigma or related certifications a plus.

Responsabilités

• Own day-to-day performance of the outsourced Service Desk and deskside support across 17 offices, ensuring SLAs and quality standards.
• Directly manage deskside support technicians across offices, ensuring coverage and timely response.
• Standardize support processes, ticket handling, and escalation paths for consistent quality.
• Use data and analytics to drive improvements in service delivery.
• Serve as escalation point for unresolved issues and drive rapid resolution.
• Build trusted relationships with attorneys and stakeholders and advocate for end-user needs.
• Oversee onboarding and technology enablement for new attorneys and professionals.
• Direct the Technical Training group, ensuring high-quality training content and delivery.
• Develop and execute clear communication strategies to engage employees around tech initiatives.
• Partner with leadership to identify training priorities tied to new technology rollouts.
• Drive governance, budgeting, and vendor management for support operations.
• Hire, coach, and develop high-performing support staff across locations.
• Set staffing and coverage models to match demand, including peak periods and after-hours.

Connaissances

End user support leadership

Vendor management

ITIL knowledge

Stakeholder communication

Team leadership

Formation

Bachelor's degree in information technology, business administration, or a related field

Outils

ServiceNow

Description du poste

Wilson Sonsini, the premier law firm serving technology and life sciences sectors, seeks a Director of Support Services to lead end-user support across 17 offices. You will own the outsourced Service Desk, deskside teams, and the Technical Training group, driving service quality, governance, and user-focused outcomes.

The ideal candidate will bring hands-on leadership, customer-first mindset, and proven success managing cross-location support operations with strong SLA discipline.