IT Manager (AI/Help Desk)

Location: Remote within the United States; company location listed as Portland, Oregon, USA.

Salary: $70,276–$116,942 per year, with the range varying by location, skills, experience, qualifications, internal equity, and market conditions.

Company

hirify.global operates in risk management and provides the organization for this IT support leadership role.

What you will do

• Lead the 24/7 National Help Desk and deliver consistent, high-quality tier-one support across user support channels.
• Evaluate, select, implement, and drive adoption of AI support technologies, automation, self-service, and knowledge management solutions.
• Monitor ServiceNow tickets and inbound support calls, manage escalations and recurring incidents, and ensure ownership, communication, follow-up, and resolution.
• Develop service standards, policies, procedures, documentation, knowledge base articles, and the Production Down Playbook.
• Analyze tickets, calls, customer feedback, and service performance to identify root causes, improve processes, and maintain SLA and support quality.
• Lead staffing, scheduling, training, coaching, performance reviews, reporting, and collaboration with IT Services managers.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• At least 5 years of IT support experience, including at least 2 years in a formal leadership role with successful team management and technology delivery outcomes.
• Current or recent experience managing a high-volume, 24/7 Help Desk or IT call center operation.
• Experience transforming Help Desk support models through AI technologies and frameworks, including automation and self-service solutions that improve efficiency, scalability, and customer experience.
• Experience with incident management systems such as ServiceNow.
• Experience implementing or leading adoption of modern technologies such as AI and automation.
• Practical proficiency with AI tools and prompt development for workflow optimization and consistent service delivery.
• Experience supporting enterprise IT systems, including Microsoft environments, and leading enterprise-wide technology rollouts with cross-functional teams.
• Strong leadership, team development, analytical, organizational, written, and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Ability to quickly learn hirify.global systems, business processes, support procedures, and emerging technologies in a fast-paced support environment.

Culture & Benefits

• Remote work arrangement.
• 24/7 operational coverage, including after-hours and on-call support responsibilities.
• Work environment focused on accountability, innovation, continuous improvement, and service excellence.
• Equal opportunity and drug-free workplace.