Director of Support Services (AI)

Location: Palo Alto, United States; hybrid or fully virtual work schedule also available

Salary: $208,250–$281,750 per year in Palo Alto, New York, and San Francisco; $187,850–$254,150 per year in Austin, Boston, Boulder, Century City, Delaware, Los Angeles, Salt Lake City, San Diego, Seattle, Washington, D.C., and other locations.

Company

hirify.global is a legal advisor to technology, life sciences, and other growth enterprises, with approximately 1,100 attorneys across 17 offices in the U.S., China, and Europe.

What you will do

• Own daily performance of the outsourced Service Desk, including SLAs, quality standards, cost targets, ticket handling, and escalations.
• Lead deskside support technicians across 17 offices and standardize coverage, response times, processes, and service quality.
• Use ticket data, reporting, and analytics to reduce recurring issues and improve support performance.
• Build trusted relationships with attorneys, business professionals, and stakeholders; oversee onboarding and technology enablement.
• Direct the Technical Training group and oversee training content, technical communications, outage communications, and technology rollout support.
• Govern staffing, scheduling, incident management, vendor operations, budgets, workforce planning, and continuous improvement across support teams.

Requirements

• Self-driven, ownership-oriented, proactive, and able to advocate for end users with leadership.
• Proven experience managing multiple technical groups delivering support across multiple locations and time zones.
• Strong command of support operations fundamentals, including SLA management, ticketing systems, escalation models, and staffing and coverage planning.
• Demonstrated success managing outsourced support vendors and holding them 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, including 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 end-user support leadership experience, including managed services and geographically dispersed support teams.
• Experience with ServiceNow or an equivalent ITSM platform, and a track record of leading organizational change within a support or service delivery function.
• Accustomed to providing a white-glove support experience as standard practice.

Nice to have

• Experience in a law firm or professional services environment.
• Familiarity with legal industry applications.
• ITIL certification, Lean Six Sigma, or related certifications.

Culture & Benefits

• Hybrid or fully virtual work schedule.
• Responsibility for support coverage across offices, time zones, peak periods, offsite events, and after-hours needs.
• Highly competitive salary and benefits package.
• Discretionary year-end merit bonus may be awarded based on performance.
• Equal Opportunity Employer.