Manager II, Desktop Support

Location: Hybrid role based in Vienna, Virginia, or Pensacola, Florida, United States. Monday–Friday, 8:00 AM–4:30 PM. Applicants must be authorized to work in the United States without current or future sponsorship.

Salary: $128,300–$187,500 annually

Company

hirify.global is a large financial services organization providing member-focused banking and credit union services.

What you will do

• Lead multiple desktop support teams delivering technical assistance through chat, email, walk-up, phone, and ticketing channels.
• Develop operational strategies, standards, KPIs, and performance plans to improve service quality, efficiency, scalability, and customer satisfaction.
• Lead managers, team leads, and technical professionals through workforce planning, capacity management, succession planning, and professional development.
• Oversee security governance, change management, business continuity, disaster recovery, and compliance activities.
• Manage budgets, resource allocation, vendor relationships, and vendor performance.
• Direct large-scale technology and operational initiatives across multiple workstreams and cross-functional teams.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and experience.
• 10–15 years of relevant experience in desktop support, IT operations, service management, service desk, incident management, or related functions.
• 5–10 years of leadership or management experience overseeing technical support teams or multiple operational functions.
• Experience leading high-volume, multi-channel technical support teams and developing operational plans.
• Strong workforce planning, process improvement, vendor management, budgeting, analytical, communication, and stakeholder management skills.
• Required certifications: ITILv4, CompTIA A+, and HDI Desktop Support Manager.

Nice to have

• PMP certification.
• Microsoft 365 Certified: Fundamentals.
• CCNA, CompTIA Security+, or CompTIA Network+.

Culture & Benefits

• Competitive pay and generous benefits and perks.
• Culture focused on employee engagement, appreciation, and professional commitment.
• Recognition as a major employer in financial services, technology, and veteran employment.