H-1B Visa Director of Support Services Jobs
Director of Support Services jobs with H-1B visa sponsorship sit at the intersection of operations leadership and credentialed expertise. Sponsoring employers file a Labor Condition Application with DOL and an I-129 petition with USCIS, certifying that your role meets specialty occupation standards and prevailing wage requirements for each worksite location.
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Get Access To All JobsOpening Type:
Business Professionals
Department:
Information Technology
Employment Type:
Full-Time
Fully Remote or Hybrid (Business Professionals Only)
Location:
Austin
Boston
Boulder
Century City
Los Angeles
New York
Palo Alto
Salt Lake City
San Diego
San Francisco
Seattle
Washington, D.C.
Wilmington
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.
Key Responsibilities
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 are communicated clearly and include the necessary related materials.
- Partner with the Technical Training group to build resources that help fill gaps identified by Service Desk ticket trends.
- Experience partnering with practice groups or firm leadership to identify training priorities tied to new technology rollouts.
Support Operations Governance
- Drive compliance with internal governance models and quality standards across all support teams.
- Engage as a key stakeholder in the incident management process for support related outages affecting end users.
- Set staffing, scheduling, and coverage models across offices and time zones to match support demand, including peak periods, offsite events and after-hour needs.
- Benchmark support operations against industry standards and implement best practices into the firm’s support model.
- Demonstrated accountability for a support services budget, including vendor contracts, staffing costs, and tooling expenses.
People Leadership
- Hire, coach, and develop high performing support resources, fostering accountability and a continuous growth mindset across all teams.
- Establish group expectations, workload balance, and coverage across offices that sustain team optimization and reliability.
- Support talent development, succession planning, and effective workforce utilization across the support organization.
- Identify and address knowledge and skill gaps within the teams.
- Track record of setting team goals, performance standards, and accountability measures that improve service outcomes.
Requirements
- Must be self-driven with a natural tendency to take ownership and independently execute work to completion.
- Must have a positive can-do attitude and proactively engage with leadership as an advocate for end users.
- Proven experience directly managing multiple technical groups to produce exceptional support services across multiple locations and time zones.
- Strong command of support operations fundamentals, including SLA management, ticketing systems, escalation models, and staffing/coverage planning.
- Demonstrated success managing outsourced support vendors, including holding vendors accountable to contracted performance.
- Experience identifying technical support and training gaps and implementing user-facing solutions.
- Familiarity with AI enabled support tooling and a track record of driving automation adoption within a support function.
- Excellent written and verbal communication skills, with experience communicating support performance to senior stakeholders.
- Strong leadership skills, including hiring, coaching, and performance management of support personnel.
Education & Experience
- Bachelor’s degree in information technology, business administration, or a related field, or equivalent practical experience.
- 8+ years of progressive experience in end user support leadership, including managed services and geographically dispersed support teams.
- Experience with ServiceNow or equivalent ITSM platform.
- Experience in a law firm or professional services environment preferred.
- Track record of leading organizational change within a support or service delivery function.
- Familiarity with legal industry applications preferred.
- Accustomed to providing “white glove” support experience as standard practice.
ITIL certification, Lean Six Sigma or related certifications a plus.
The primary location for this job posting is in Palo Alto, but other locations may be listed. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate’s qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows:
Palo Alto, New York, San Francisco: $208,250 – $281,750 per year.
Austin, Boston, Boulder, Century City, Delaware, Los Angeles, Salt Lake City, San Diego, Seattle, Washington, D.C., and all other locations: $187,850 – $254,150 per year.
The compensation for this position may include a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.
Benefits information can be found here.
Equal Opportunity Employer (EOE).
Opening Type:
Business Professionals
Department:
Information Technology
Employment Type:
Full-Time
Fully Remote or Hybrid (Business Professionals Only)
Location:
Austin
Boston
Boulder
Century City
Los Angeles
New York
Palo Alto
Salt Lake City
San Diego
San Francisco
Seattle
Washington, D.C.
Wilmington
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.
Key Responsibilities
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 are communicated clearly and include the necessary related materials.
- Partner with the Technical Training group to build resources that help fill gaps identified by Service Desk ticket trends.
- Experience partnering with practice groups or firm leadership to identify training priorities tied to new technology rollouts.
Support Operations Governance
- Drive compliance with internal governance models and quality standards across all support teams.
- Engage as a key stakeholder in the incident management process for support related outages affecting end users.
- Set staffing, scheduling, and coverage models across offices and time zones to match support demand, including peak periods, offsite events and after-hour needs.
- Benchmark support operations against industry standards and implement best practices into the firm’s support model.
- Demonstrated accountability for a support services budget, including vendor contracts, staffing costs, and tooling expenses.
People Leadership
- Hire, coach, and develop high performing support resources, fostering accountability and a continuous growth mindset across all teams.
- Establish group expectations, workload balance, and coverage across offices that sustain team optimization and reliability.
- Support talent development, succession planning, and effective workforce utilization across the support organization.
- Identify and address knowledge and skill gaps within the teams.
- Track record of setting team goals, performance standards, and accountability measures that improve service outcomes.
Requirements
- Must be self-driven with a natural tendency to take ownership and independently execute work to completion.
- Must have a positive can-do attitude and proactively engage with leadership as an advocate for end users.
- Proven experience directly managing multiple technical groups to produce exceptional support services across multiple locations and time zones.
- Strong command of support operations fundamentals, including SLA management, ticketing systems, escalation models, and staffing/coverage planning.
- Demonstrated success managing outsourced support vendors, including holding vendors accountable to contracted performance.
- Experience identifying technical support and training gaps and implementing user-facing solutions.
- Familiarity with AI enabled support tooling and a track record of driving automation adoption within a support function.
- Excellent written and verbal communication skills, with experience communicating support performance to senior stakeholders.
- Strong leadership skills, including hiring, coaching, and performance management of support personnel.
Education & Experience
- Bachelor’s degree in information technology, business administration, or a related field, or equivalent practical experience.
- 8+ years of progressive experience in end user support leadership, including managed services and geographically dispersed support teams.
- Experience with ServiceNow or equivalent ITSM platform.
- Experience in a law firm or professional services environment preferred.
- Track record of leading organizational change within a support or service delivery function.
- Familiarity with legal industry applications preferred.
- Accustomed to providing “white glove” support experience as standard practice.
ITIL certification, Lean Six Sigma or related certifications a plus.
The primary location for this job posting is in Palo Alto, but other locations may be listed. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate’s qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows:
Palo Alto, New York, San Francisco: $208,250 – $281,750 per year.
Austin, Boston, Boulder, Century City, Delaware, Los Angeles, Salt Lake City, San Diego, Seattle, Washington, D.C., and all other locations: $187,850 – $254,150 per year.
The compensation for this position may include a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.
Benefits information can be found here.
Equal Opportunity Employer (EOE).
See all H-1B Visa Director of Support Services Jobs
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Get Access To All JobsTips for Finding H-1B Visa Sponsorship in Director of Support Services
Frame your credentials around specialty occupation
USCIS requires a direct relationship between your degree field and the Director of Support Services duties. Build your resume and cover letter to show that your specific degree, not just any bachelor's, is the theoretical foundation the role requires.
Verify prevailing wages before salary negotiations
Your employer's LCA must certify a wage at or above the DOL prevailing wage for your SOC code and worksite location. Run the OFLC Wage Search before negotiations so you understand the floor your offer must legally clear.
Target organizations with multi-site support operations
Healthcare networks, university systems, and large nonprofit operators regularly sponsor Directors of Support Services because the role demands formal credentials. Use Migrate Mate to identify employers with verified H-1B LCA filing history in this occupation category.
Confirm LCA coverage for every worksite upfront
If your role spans multiple facilities or campuses, each worksite needs its own certified LCA before you begin work there. Ask your prospective employer whether they've handled multi-site H-1B filings before and what their process looks like.
Account for cap selection timing in your offer timeline
If you're not already in H-1B status, the annual cap and recently changed selection rules affect when you can start. Build at least 12 months of lead time into your job search so your offer doesn't expire while waiting for a cap slot.
Review your O*NET occupational profile before interviews
O*NET lists the core tasks and knowledge requirements for support services director roles. Cross-referencing those against your experience helps you articulate exactly why the position qualifies as a specialty occupation during employer and USCIS scrutiny.
H-1B Visa Director of Support Services: Frequently Asked Questions
Does a Director of Support Services role qualify as a specialty occupation for H-1B purposes?
It typically qualifies when the employer defines the position around functions that require a bachelor's degree in a directly related field such as healthcare administration, public administration, business management, or a related discipline. The employer must demonstrate to USCIS that the degree is a standard industry requirement for the specific duties, not just a preferred credential. Roles framed around general coordination or non-degree-dependent tasks face greater scrutiny.
Which employers commonly sponsor H-1B visas for support services directors?
Hospital systems, long-term care networks, university facilities departments, and large nonprofit service organizations are the most consistent H-1B sponsors for this title. These employers often have in-house immigration counsel and established LCA filing processes. Browse Migrate Mate to find employers with verified H-1B LCA filing history specifically for support services and operations leadership roles.
How long does H-1B status last for a Director of Support Services position?
H-1B status is granted for an initial period of up to three years and can be extended to a maximum of six years. Extensions beyond six years require that a PERM labor certification or I-140 immigrant petition has been filed on your behalf. Your employer must file a new I-129 petition for each extension period.
What happens to my H-1B status if I transfer to a different facility within the same organization?
If the new facility is in a different metropolitan statistical area than the original worksite listed on your LCA, your employer must file a new LCA certified by DOL for that location before you begin working there. A single LCA does not automatically cover additional or unlisted worksites, even within the same company. Confirm this process with your employer's immigration team before any transfer.
Can I negotiate my salary above the prevailing wage listed on the LCA?
Yes. The prevailing wage on the LCA is a legal floor, not a cap. Your employer certifies to DOL that you'll be paid at least that amount, but your actual offer can and often should exceed it. Use the OFLC Wage Search to look up the prevailing wage for your SOC code and work location before entering salary discussions so you're negotiating from an informed baseline.