Global Helpdesk Manager (IT)

Location: Maia, Portugal; primarily office-based. Occasional travel to hirify.global locations and manufacturing facilities may be required, with occasional support outside normal business hours.

Company

hirify.global manufactures ropes and operates across multiple countries, manufacturing locations, and time zones.

What you will do

• Lead global Helpdesk operations and provide consistent, timely support across regions and time zones.
• Establish standards for ticket intake, prioritization, escalation, resolution, documentation, and customer communication.
• Own service KPIs including response and resolution times, backlog, SLA/SLO performance, first-contact resolution, escalations, and customer satisfaction.
• Lead, coach, develop, and evaluate Helpdesk employees across multiple regions while planning staffing, coverage, and escalation models.
• Coordinate with Infrastructure, Security, Business Applications, ERP, and other IT specialist teams to resolve issues at the appropriate support tier.
• Drive global Helpdesk transformation through ITSM optimization, endpoint support, automation, self-service, knowledge management, analytics, and process standardization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent education and relevant experience may be considered.
• At least seven years of progressive experience in IT support, service desk, end-user computing, or related IT operations, including leadership or management experience.
• Experience managing geographically distributed IT support teams across multiple countries or regions in a global company.
• Experience building, standardizing, or transforming a regional or global Helpdesk or Service Desk organization.
• Working knowledge of IT service management, ticketing platforms, incident and request management, Microsoft 365, Windows endpoints, Active Directory, Entra ID, endpoint management, and remote support technologies.
• Strong leadership, communication, customer service, organizational, problem-solving, prioritization, and change-management skills.

Nice to have

• Five or more years of direct people-management experience in a global, multi-region, or large multi-site Helpdesk or Service Desk organization.
• Experience supporting a global manufacturing, industrial, or similarly distributed enterprise.
• ITIL Foundation certification or practical experience with ITIL-aligned service management.
• Experience with service analytics, knowledge management, automation, self-service, managed service providers, or Microsoft and IT service management certifications.

Culture & Benefits

• Work in an office with regular interaction across multiple countries and time zones.
• Occasional travel to hirify.global locations and manufacturing facilities.
• Participation in a culture emphasizing teamwork, accountability, transparency, curiosity, integrity, and continuous improvement.
• Major incidents or business requirements may require occasional support outside normal business hours.