Service Desk Supervisor (AI)

Location: Remote position associated with Greenville, South Carolina; Atlanta, Georgia; and Charlotte, North Carolina, United States. Occasional travel may be required for in-person meetings and events.

Salary: $68,141–$113,370 annually, depending on location, experience, education, skills, and other job-related factors. Performance-based bonuses are also available.

Company

hirify.global is a large labor and employment law firm with more than 1,100 attorneys and offices across the United States, Europe, Canada, and Mexico.

What you will do

• Supervise, mentor, coach, and evaluate Service Desk staff while supporting professional growth and corrective action processes.
• Oversee scheduling, prioritization, ticket completion, escalations, training, and first-responder support for users across the firm.
• Monitor ITIL-based service metrics, including first-contact resolution, response speed, ticket aging, utilization, ticket quality, and customer satisfaction.
• Lead continuous improvement, creative automation using AI tools, project management, application testing, and Service Desk initiatives.
• Coordinate with Site Support, Applications and Infrastructure, HR, and Knowledge and Innovation teams.
• Manage firm-wide communications about technology service outages, rollouts, procedures, and knowledge-base updates.

Requirements

• Four-year technical degree or equivalent work experience.
• At least 6 years of enterprise Service Desk experience and 6 years supporting Microsoft products, including Windows 11, Azure, Microsoft Office, and Teams.
• At least 2 years supervising a team of five or more, or equivalent Senior Analyst leadership experience.
• Strong customer service, communication, multitasking, time management, analysis, triage, and problem-solving skills.
• The average workweek is expected to be approximately 45 hours, with possible overtime, after-hours, weekend, and holiday coverage.
• Willingness to respond during disasters or emergencies is required.

Nice to have

• Law firm experience.
• ITIL Foundations v3, HDI, or MOS certification.
• Document management system support experience.
• Mobile device management experience.

Culture & Benefits

• Paid time off, paid sick leave, and paid holidays.
• 401(k) matching, profit sharing, and paid parental leave.
• Health, life, dental, and vision insurance.
• Health Savings Account and Flexible Spending Account options.
• Tuition reimbursement and an Employee Assistance Program.