Director-Support and Automation

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

The Director of Support and Automation is a key technology leader at BAL, responsible for transforming how our firm delivers support and automation services to drive efficiency, scalability, and client satisfaction. This role oversees multiple critical functions—including Cobalt Support, Help Desk & Local Support, RPA (UiPath), and ServiceNow—and ensures they operate at peak performance while continuously evolving to meet the needs of our legal teams and clients. 

This is not a “keep the lights on” position. The Director will lead a data-driven, innovation-focused organization, using metrics and analytics to identify opportunities for automation, improve service delivery, and enhance the overall user experience. By partnering closely with legal teams and firm leadership, this role will shape the future of support and automation at BAL, ensuring technology becomes a strategic enabler for our business. 

PRIMARY RESPONSIBILITIES: 

Operational Leadership 

• 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. 

Strategic & Continuous Improvement 

• 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. 

Team & Vendor Management 

• 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. 

Collaboration & Communication  

• 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. 

QUALIFICATIONS: 

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (Master’s preferred).
• 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 (ServiceNow preferred) and RPA platforms (UiPath preferred), 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 is a plus.
• Knowledge of ITIL principles or similar service management frameworks preferred

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.