Manager of Support

Location: Remote; this position does not sponsor applicants for work visas.

Salary: $85,000–$100,000 per year, plus an incentive plan and benefits.

Company

hirify.global provides enterprise software and technology solutions for higher education organizations.

What you will do

• Lead technical and software support analysts serving users across hundreds of sites worldwide.
• Build a customer-focused, metrics-driven support organization and track operational performance across multiple reporting periods.
• Manage schedules, workloads, projects, assignments, and customer follow-ups to ensure timely resolution.
• Partner with business operations, leadership, IT services, engineering, integration, and application development teams to restore service and resolve root causes.
• Develop training materials and conduct quarterly performance reviews for support analysts.
• Use AI-enabled tools and analytics to improve decisions and efficiency while maintaining accuracy, data privacy, and human oversight.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• Approximately 8+ years of experience in technical support.
• 3+ years of experience leading an IT or support team in a multi-tiered environment.
• Experience building service-oriented organizations and implementing policies, procedures, and work instructions.
• Understanding of incident, problem, request, change, and knowledge management.
• Strong communication, interpersonal, technical, and client service skills, including experience with enterprise software and infrastructure in higher education.

Culture & Benefits

• Remote full-time work in a customer-driven support environment.
• Medical, dental, and vision insurance.
• Life insurance and short- and long-term disability coverage.
• Paid time off, paid holidays, and paid parental leave.
• 401(k) and educational assistance.