Head of IT Support

Scale AI•San Francisco, CA

About The Position

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.

Requirements

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 defining, tracking, and improving key metrics (e.g., SLAs, CSAT, first-contact resolution, backlog health) to drive accountability
Experience implementing AI self-service capabilities, including chatbots resulting in measurable case deflection and higher CSAT
Strong security and privacy mindset; experience supporting compliance expectations (e.g., SOC 2, GDPR, ISO 27001, NIST 800-171)

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)