Supervisor, Service Desk

Location: On-site at client facilities in Georgia or North Carolina, with regular travel between client locations; 1st shift, EST, Monday through Friday

Salary: $68,000 annually

Company

hirify.global delivers IT services and technical support across internal and external client environments.

What you will do

• Lead, mentor, coach, and develop service desk analysts while supporting hiring, onboarding, training, and performance management.
• Manage service desk operations, SLAs, escalations, policies, procedures, and technical documentation.
• Ensure timely resolution of end-user technical issues and partner with other IT teams on complex incidents.
• Manage service desk budgets, tools, software, procurement, and operational resources.
• Build relationships with internal customers, vendors, and stakeholders, and deliver service metrics and insights to senior leadership.
• Lead cross-functional initiatives that improve service delivery and operational performance.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent education and experience.
• At least 5 years of technical support experience and at least 5 years in a leadership or management role.
• Strong knowledge of IT service management processes and ITIL frameworks.
• Experience with ITSM platforms such as ServiceNow or BMC Helix, plus service desk metrics and operational improvement.
• Strong problem-solving, communication, leadership, coaching, prioritization, and stakeholder-management skills.
• Ability to work on-site at client facilities in Georgia and North Carolina and pass a background check before hire.

Nice to have

• HDI Support Center Analyst certification.
• ITIL Foundation or ITIL Practitioner certification.

Culture & Benefits

• Access to certifications, training, leadership development, and career mobility opportunities.
• Collaborative, respectful, and team-oriented work environment with recognition for achievements.
• Medical, dental, and vision coverage.
• Life insurance, 401(k) with company match, FSA, and HSA options.
• Paid holiday, pet insurance, and additional benefits.