Seasonal Service Desk Supervisor

Location: Remote - Arizona - United States, with onsite work required three days per week during the seasonal schedule

Company

hirify.global is a financial technology platform providing products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Oversee Service Desk operations, incoming support contacts, workload, staffing, escalations, and issue resolution.
• Establish and monitor SLAs, service levels, quality standards, and request-handling procedures.
• Analyze ticket data, support trends, recurring issues, and operational performance to recommend improvements.
• Support hiring, onboarding, training, coaching, and development of Service Desk technicians.
• Conduct weekly quality reviews of calls, chats, contacts, and ticket documentation.
• Prepare operational reports and provide actionable insights to leadership and partner teams.

Requirements

• At least 3 years of experience in a related field.
• Progressive experience supervising or leading a technical support, Help Desk, Service Desk, or similar customer support team.
• Experience managing SLAs, support deliverables, operational performance, and service quality.
• Strong coaching, performance management, communication, documentation, analytical, and problem-solving skills.
• Ability to troubleshoot technical and operational issues and explain technical concepts to technical and non-technical audiences.
• Ability to meet the seasonal closing-shift, weekend, and onsite requirements in Arizona.

Culture & Benefits

• November–December: 9:00 a.m.–6:00 p.m. Pacific Time, with onsite work three full days per week.
• January–April: 1:00 p.m.–9:00 p.m. Pacific Time, Sunday–Thursday, with onsite work three days per week for at least four hours per onsite day.
• Competitive compensation with potential cash bonus, equity rewards, and benefits according to applicable plans.
• Customer-focused environment emphasizing accountability, collaboration, continuous improvement, and professional development.