IT Support Team Supervisor

Location: On-site daily in Normal, Illinois, with occasional after-hours support for critical incidents.

Salary: $79,700–$99,600 annually for Illinois-based applicants, with potential annual performance bonus and equity awards.

Company

hirify.global develops emissions-free electric adventure vehicles and related automotive technology.

What you will do

• Lead, coach, and develop the IT Support Team while ensuring adequate skills, coverage, capacity, and SLA performance.
• Act as the primary escalation point for complex end-user issues across hardware, software, and network domains.
• Own service performance metrics, including SLA compliance, response and resolution times, ticket volumes, KPIs, and customer satisfaction.
• Coordinate workload across chat, walk-up support, ticket intake, and other support channels with supervisors at other sites.
• Manage major incident processes, stakeholder communication, software license compliance, vendor services, and equipment purchasing.
• Partner with security, network, cloud, audit, and compliance teams while supporting endpoint deployments, office moves, and infrastructure projects.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in IT support or End User Computing and 2+ years in a supervisory or lead role.
• Experience with Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code.
• Ability to maintain hands-on technical proficiency in endpoint support, imaging, configuration, asset inventory, and conference room technology.
• Ability to work on-site daily in Normal, Illinois and provide occasional after-hours support when required.

Nice to have

• ITIL v4 certification.
• CompTIA certification.

Culture & Benefits

• Culture focused on continuous improvement, ownership, customer service, and challenging established approaches.
• Paid vacation and sick leave.
• Medical, dental, vision, life, and short- and long-term disability insurance for eligible employees.
• Potential participation in a 401(k) plan and Employee Stock Purchase Program, subject to eligibility.
• Full-time employee benefits begin on the first day of employment.