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)
Qualifications
- 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)
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, this role may be eligible for additional benefits such as a commuter stipend.
PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.
About Us:
At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Cisco, DLA Piper, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.
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.
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.
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