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.

• Responsibilities:
• Lead and manage globally distributed IT support teams, ensuring high performance and alignment with IT Systems Engineering
• Continually develop, evaluate, and provide effective training and development programs for the Global IT Support team to improve technical skillsets and customer service skills
• Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery
• Lead/collaborate on the implementation of enterprise AI support tools to reduce ticket volume and improve resolution speed
• Collaborate with the IT Systems Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement

Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001)

• 10+ years of IT support experience with 5+ years in a leadership role leading multiple globally dispersed teams
• Experience operating a global follow-the-sun support model across multiple time zones
• Ability to drive operational excellence in fast-paced environments through automation and "continuously self-improving" AI system initiatives.
• Proven experience leading organization-wide service maturity initiatives with a focus on clear communication, trust, and strong change management

Experience implementing AI self-service capabilities, including chatbots resulting in measurable case deflection and higher CSAT

About Us:

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.

• We comply with the United States Department of Labor's Pay Transparency provision .

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.

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