Director of Support Services

Director Of Support Services

Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe.

Our broad spectrum of practices and entrepreneurial spirit allow exceptional opportunities for professional achievement and career growth.

The Director of Support Services owns end-user support services for the firm, with direct accountability for the outsourced Service Desk, deskside support technicians across the firm's 17 offices, the Technical Training group, and technical communications. This role is directly responsible for day-to-day support for all firm attorneys and business professionals, from first contact through resolution.

The ideal candidate is a hands-on support services leader who prioritizes the end user experience and knows how to run a high volume, multi-location support operation with discipline. This person combines strong operational leadership with a customer first mindset and excels at bringing resources together to execute shared goals. This leader will maintain a customer focused delivery approach, operate with urgency, and prioritize responsiveness, quality, and consistency of support across every office.

This position is available as hybrid or fully virtual work schedule.

Responsibilities include but are not limited to:

Service Desk & Deskside Support Operations

• 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 regardless of location.

• Standardize support processes, ticket handling, and escalation paths across the Service Desk and deskside teams so attorneys and business professionals receive the same quality of support in every office.

• Use ticket data, reporting, and analytics to identify trends, reduce recurring issues, and drive support performance improvements.

• Serve as the executive escalation point for support issues that are not resolved at first or second tier, driving them to resolution quickly.

Customer & Stakeholder Experience

• Build and maintain strong, trusted relationships with attorneys, business professionals, and internal stakeholders, serving as a primary point of escalation and advocacy for support services.

• Ensure high satisfaction with support services across the firm through proactive engagement, structured communication, and effective issue resolution.

• Act as the voice of the end user internally, translating recurring support issues into concrete service gaps and improvement opportunities.

• Oversee onboarding and technology enablement for new attorneys and business professionals so they are productive quickly.

Technical Training & Communications

• Direct the Technical Training group, ensuring training content and outputs are high quality, professional, polished, and keep pace with the firm's technology needs.

• Experience owning a technical training function, including curriculum development, content design, and delivery methods (in person, virtual, self service).

• Responsible for the development and execution of comprehensive communication strategies and tactics to engage employees in support of business initiatives.

• Provide oversight of technical communications, ensuring outages, deployments, technical changes, and known issues…