Head of IT Support

<p>Scale is seeking an accomplished and hands-on technology leader to serve as its Head of IT Support, this position will drive the strategic and operational delivery of support across all IT end user functions. This hands-on, leadership position will spearhead initiatives for optimal IT service delivery, automation, and systems reliability for office and remote teams, while managing the budget, vendors, and other external resources assigned to meet demanding service expectations and other requirements. The ideal candidate brings deep expertise leading global support teams leveraging a “follow the sun support” model, capable of driving AI-driven processes, and rolling out next-generation tools to enhance IT service delivery.</p> <h3><strong>Responsibilities: </strong></h3> <ul> <li>Lead and manage globally distributed IT support teams, ensuring high performance and alignment with IT Systems Engineering</li> <li>Continually develop, evaluate, and provide effective training and development programs for the Global IT Support team to improve technical skillsets and customer service skills</li> <li>Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery</li> <li>Lead/collaborate on the implementation of enterprise AI support tools to reduce ticket volume and improve resolution speed</li> <li>Collaborate with the IT Systems Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement</li> <li>Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001)</li> </ul> <h3><strong>Qualifications</strong></h3> <ul> <li>10+ years of IT support experience with 5+ years in a leadership role leading multiple globally dispersed teams </li> <li>Experience operating a global follow-the-sun support model across multiple time zones</li> <li>Ability to drive operational excellence in fast-paced environments through automation and "continuously self-improving" AI system initiatives.</li> <li>Proven experience leading organization-wide service maturity initiatives with a focus on clear communication, trust, and strong change management</li> <li>Experience defining, tracking, and improving key metrics (e.g., SLAs, CSAT, first-contact resolution, backlog health) to drive accountability</li> <li>Experience implementing AI self-service capabilities, including chatbots resulting in measurable case deflection and higher CSAT</li> <li>Strong security and privacy mindset; experience supporting compliance expectations (e.g., SOC 2, GDPR, ISO 27001, NIST 800-171)</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><em>Compensation packages at Scale for eligible roles include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Scale employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. Your recruiter can share more about the specific salary range for your preferred location during the hiring process, and confirm whether the hired role will be eligible for equity grant. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, ... (truncated, view full listing at source)