Associate Director, IT Service Desk

Location: Louisville, KY, United States

Salary: $117,600–$161,700 per year, plus eligibility for a performance-based bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance and healthcare services to millions of people across Medicare, Medicaid, individual, family, military, and community programs.

What you will do

• Lead enterprise L1 support functions, including service desk operations, escalation management, and affiliate support teams.
• Direct a hybrid workforce of internal associates and managed service providers supporting enterprise technology services.
• Develop strategies to improve support effectiveness, associate experience, service quality, and delivery costs.
• Drive support transformation through AI-enabled support, automation, self-service, knowledge management, and Digital Workplace modernization.
• Oversee service transitions, affiliate integrations, organizational changes, and support model consolidation.
• Manage vendor performance, contracts, commercial negotiations, governance, and service delivery outcomes.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience.
• At least 8 years of experience in IT operations, Digital Workplace, end-user support, service management, or a related technology discipline.
• At least 5 years of leadership experience managing operational teams, managers, vendors, or outsourced service providers.
• Experience leading enterprise service desk, end-user support, Digital Workplace, or support operations organizations.
• Experience managing large-scale vendor relationships, service delivery contracts, organizational transformation, and operational improvement initiatives.
• Strong analytical, financial, operational management, stakeholder influence, metrics, and service performance reporting skills.

Nice to have

• Experience with large managed service environments and hybrid workforce models.
• Experience with AI-enabled support, virtual agents, automation, agent-assist tools, and modern self-service capabilities.
• Experience with ServiceNow, Nexthink, Genesys, ITIL v5, support consolidations, shared services, mergers, acquisitions, or affiliate integrations.
• Experience developing Digital Workplace strategies and modernization roadmaps.
• Healthcare industry, workforce optimization, support transformation, vendor transition, and cost reduction experience.

Culture & Benefits

• Full-time schedule of 40 hours per week.
• Medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Paid time off, company and personal holidays, and paid parental and caregiver leave.
• Short-term and long-term disability coverage, life insurance, and wellness-focused benefits.