BAL ยท 12 hours ago
Director-Support and Automation
Richardson, Texas, United States
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expBAL is a leading firm specializing in immigration work and collaborative innovation. The Director of Support and Automation will lead efforts to enhance support and automation services, focusing on efficiency and client satisfaction while overseeing multiple teams and driving continuous improvement initiatives.
ConsultingCustomer ServiceInformation TechnologyLaw EnforcementLegal
Responsibilities
Oversee day-to-day operations of Cobalt Support, Help Desk, RPA, and ServiceNow teams
Establish and monitor key performance indicators (KPIs) to measure team efficiency and service quality
Implement metrics-driven management practices, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and capacity planning to ensure optimal resource allocation
Use operational data to identify trends, improve SLA compliance, and proactively reduce ticket volumes
Drive improvements in bot performance and latency for UiPath automation
Optimize ServiceNow usage for ticketing and automation functions
Develop and implement strategies to reduce ticket volumes through automation, self-service, and process optimization
Leverage data analytics to identify trends, recurring issues, and high-impact opportunities for automation. Partner closely with legal teams to understand pain points and design solutions that improve efficiency and user experience
Create a framework for prioritizing automation initiatives based on business value, operational impact, and user satisfaction
Evaluate and recommend new tools, technologies, and processes to enhance support and automation capabilities, ensuring alignment with firm objectives
Champion a continuous improvement mindset, using metrics and feedback loops to refine automation strategies and deliver measurable results
Oversee and optimize resource allocation across support and automation teams to maximize productivity and efficiency
Drive continuous improvement initiatives aimed at increasing team output, delivering higher-quality solutions, and improving alignment with legal team needs
Implement strategies to enhance customer service and user experience, ensuring legal teams receive timely, effective support
Manage vendor relationships for platforms such as UiPath and ServiceNow, ensuring contracts and services deliver maximum value
Monitor team performance using capacity planning, KPIs, and operational metrics to identify opportunities for improvement and ensure optimal utilization of resources
Foster a culture of accountability and innovation, encouraging teams to propose and implement solutions that reduce friction and improve service delivery
Partner with CIO and other IT leaders to align support and automation strategies with firm objectives
Communicate effectively with executive leadership and legal stakeholders
Drive change management initiatives to ensure smooth adoption of new processes and technologies
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
5+ years of IT leadership experience, managing multi-functional teams and driving operational improvements
Proven ability to lead IT support and automation functions in a mid-to-large organization
Strong operational leadership with a track record of process optimization, continuous improvement, and metrics-driven management (KPIs, SLAs, CSAT, NPS)
Familiarity with ITSM tools and RPA platforms, with enough technical acumen to guide solutions
Excellent communication and stakeholder management skills, including the ability to build trust and collaborate effectively with legal teams and executive leadership
Experience in budget ownership, vendor management, and ensuring maximum value from technology investments
Knowledge of automation strategies beyond RPA, including emerging technologies such as AI-driven automation
Experience in professional services or complex, client-facing environments, and working closely with legal teams
Preferred
Master's degree in Information Technology, Computer Science, Business Administration, or related field
ServiceNow experience
UiPath experience
Knowledge of ITIL principles or similar service management frameworks
Benefits
Medical
Dental
Vision
Disability
Life insurance
Sick time
Unlimited vacation
401(k) with company match
Company
BAL
BAL is a corporate immigration law firm that delivers consulting services for organizations.
1001-5000 employees
H1B Sponsorship
BAL has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (10)
2023 (6)
2022 (2)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Jeremy Fudge
CEO
Recent News
2026-01-06
2025-10-02
PR Newswire UK
2025-06-02
Company data provided by crunchbase