Scale AI · 1 day ago
Head of IT Support
San Francisco, CA
Full-time
Onsite
Director/Executive
$164K/yr - $205K/yr
10+ years expScaleAI is seeking an accomplished and hands-on technology leader to serve as its Head of IT Support. This role will drive the strategic and operational delivery of support across all IT end user functions while managing global support teams and implementing AI-driven processes to enhance service delivery.
AI InfrastructureArtificial Intelligence (AI)Data Collection and LabelingGenerative AIImage RecognitionMachine Learning
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)
Qualification
Required
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)
Benefits
Comprehensive health, dental and vision coverage
Retirement benefits
A learning and development stipend
Generous PTO
A commuter stipend
Company
Scale AI
Scale’s mission is to develop reliable AI systems for the world’s most important decisions.
501-1000 employees
H1B Sponsorship
Scale AI 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 (82)
2024 (54)
2023 (29)
2022 (17)
2021 (10)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$15.9BKey Investors
MetaAccelDragoneer Investment Group,Greenoaks,Tiger Global Management
2025-06-10Corporate Round· $14.3B
2025-06-04Series Unknown
2024-05-21Series F· $1B
Leadership Team
Jason Droege
Interim Chief Executive Officer
Clemens Viernickel
Head of Product
Recent News
2026-01-16
CB Insights
2026-01-09
Company data provided by crunchbase