Director of Support Services Jobs in USA with Visa Sponsorship
Director of Support Services roles qualify as specialty occupations under H-1B visa, making them sponsorable for international candidates with a relevant bachelor's degree or higher. Employers in healthcare, higher education, and operations regularly file Labor Condition Applications for this title, and the role's management scope supports strong PERM labor certification cases.
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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 Director of Support Services Jobs
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Get Access To All JobsTips for Finding Director of Support Services Jobs
Align your degree to the role
USCIS requires your degree field to directly relate to the Director of Support Services duties. A degree in business administration, public administration, healthcare management, or operations management strengthens specialty occupation arguments far more than a general liberal arts credential.
Target PERM-active industries first
Healthcare systems, universities, and large logistics operations file PERM labor certifications for support services leadership most consistently. Prioritize employers in these sectors, since their HR and legal infrastructure already supports the multi-step green card process for management-level roles.
Search verified sponsors on Migrate Mate
Use Migrate Mate to find employers with confirmed LCA filing history for support services and operations management roles. It filters out employers who have never sponsored, so you spend your applications on organizations already familiar with the H-1B process for directors.
Benchmark your compensation using OFLC Wage Search
Before accepting an offer, check the prevailing wage for your specific location and job zone using the OFLC Wage Search. Directors of Support Services are typically classified at wage level III or IV, and an offer below the certified prevailing wage will block LCA approval.
Clarify PERM recruitment timing upfront
If you need a green card, ask during offer negotiations whether the employer will sponsor PERM. The process requires a 60-to-90-day DOL-supervised recruitment period before filing, so confirming the employer's willingness before you resign from your current role protects your timeline.
Document your supervisory scope carefully
H-1B petitions for Director-level roles face scrutiny when the actual duties blur into generalist management. Compile a detailed job description, org chart showing your direct reports, and written evidence that the role requires specialized degree knowledge, not just administrative oversight experience.
Frequently Asked Questions
Does a Director of Support Services role qualify as a specialty occupation for H-1B?
Yes, provided the employer can demonstrate the position normally requires at least a bachelor's degree in a directly related field such as business administration, healthcare management, or operations. USCIS scrutinizes director-level titles more closely than clearly technical roles, so the job description must show that degree-level knowledge is a genuine requirement, not just a preference.
Which visa types are available to Director of Support Services candidates seeking sponsorship?
H-1B is the primary path for most nationalities. Australian citizens can use the E-3 visa, which has no lottery and renews every two years. Canadian and Mexican nationals may qualify under TN visa if the role maps to an eligible USMCA profession, though Director of Support Services does not always fit cleanly. For long-term options, EB-2 or EB-3 green cards via PERM labor certification are common for this management tier.
How do I find employers who sponsor Director of Support Services roles?
Migrate Mate lists employers with verified LCA sponsorship history for support services and operations management roles, so you can identify organizations that have actually filed for this title rather than those that only claim openness to sponsorship. Focus your outreach on healthcare networks, university facilities divisions, and regional healthcare systems, which sponsor this role most frequently.
What degree does a Director of Support Services typically need for visa sponsorship?
Most employers and USCIS petitions for this role cite a bachelor's degree in business administration, healthcare administration, public administration, or a closely related operations field. A master's degree strengthens both the specialty occupation argument and an EB-2 advanced degree green card case. Work experience alone rarely substitutes for the degree requirement at the director level, though a combination of a lower degree and substantial documented management experience can support some cases.
Does the H-1B cap and lottery apply to Director of Support Services positions?
It applies to most private-sector employers. The annual H-1B cap is 65,000 regular slots plus 20,000 for holders of U.S. master's degrees, and selection is by lottery. However, roles at nonprofit hospitals, universities, and certain government research organizations are cap-exempt, meaning the employer can file at any time without lottery participation. Many Director of Support Services openings in healthcare and higher education fall into this cap-exempt category.
What is the prevailing wage requirement for sponsored Director of Support Services jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.