IT Team Lead (AI)

Location: St. Giles High Street, 1 Central St. Giles, London, United Kingdom. Eligibility to work in the UK is required. Ability to travel globally is required, and occasional out-of-hours support may be needed during major events or critical incidents.

Company

hirify.global is a global media and entertainment company producing and distributing film, television, streaming, news, theme park, and consumer entertainment content.

What you will do

• Oversee daily IT support operations, allocate resources, assign tickets, and maintain service quality against SLAs.
• Act as the escalation point for complex user issues and support team members with real-time technical guidance.
• Build and maintain dashboards tracking KPIs, SLAs, support trends, and team performance, and present reports to senior management.
• Prioritize workloads based on urgency, business impact, and available resources while balancing business-as-usual and project demands.
• Mentor team members, lead onboarding and training, and support a collaborative, inclusive, high-performance environment.
• Implement process improvements, automate routine tasks, and explore AI-driven support solutions.

Requirements

• Eligibility to work in the UK and ability to travel globally.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 5 years of experience in IT support; 2 years in a leadership or supervisory position is preferred.
• Proficiency with ITSM tools, dashboarding software such as Power BI or Tableau, and ticketing systems such as ServiceNow or Jira.
• Understanding of network fundamentals, common operating systems, and IT infrastructure issues.
• Strong organization, communication, interpersonal, and team management skills, including the ability to explain technical concepts to non-technical audiences.

Nice to have

• Experience with media technology and workflows.
• Flexibility for occasional out-of-hours support during major events or critical incidents.
• Experience implementing continuous improvement initiatives and applying feedback proactively.

Culture & Benefits

• Inclusive culture focused on professional development, collaboration, and knowledge sharing.
• Opportunities to mentor team members and balance project assignments with individual development plans.
• Work includes collaboration with Production, Content, internal departments, stakeholders, and end-users.
• External candidates may be required to attend an in-person interview at an hirify.global location.

Hiring process

• External candidates may attend an in-person interview with an hirify.global employee before a hiring decision.