TL;DR

Director It Service Desk (Cybersecurity): Leading and scaling a global IT Service Desk team providing technical support and service management with an accent on AI-powered automation and customer satisfaction. Focus on building a metrics-driven operation, driving continuous improvement, and managing cross-functional collaboration in a fast-paced, hyper-growth environment.

Location: Preference for candidates near Sunnyvale, CA but open to remote candidates operating in the USA

Salary: $155,000 - $240,000 per year

Company

%hirify_global% is a global leader in cybersecurity, delivering AI-native security platforms to protect organizations worldwide.

What you will do

Manage and develop a globally deployed IT Service Desk team including Help Desk, Desktop Administration, and Rapid Response.
Scale service operations to support rapid business growth while maintaining cost-effective delivery.
Lead problem management and drive excellence in customer service and technology service management.
Implement AI-powered solutions and intelligent automation to enhance service delivery and reduce resolution times.
Design and implement a matrix organizational structure to foster technical expertise and career development.
Oversee specialized IT support services for executive-level engagements and optimize self-service programs.

Requirements

Must be located in the USA or able to work remotely within the USA
Minimum 15 years in technical service-related roles with 7+ years in people management, preferably with international experience.
Proven experience implementing AI or intelligent automation in IT service management.
Strong leadership, project management, and change management skills in high-growth environments.
Excellent communication skills and customer-service orientation.
Bachelor’s degree in Computer Science, IT or related field; Master’s preferred.

Culture & Benefits

Remote-friendly and flexible work culture.
Competitive compensation including bonuses, equity awards, and comprehensive benefits.
Physical and mental wellness programs.
Paid parental and adoption leaves.
Professional development opportunities for all employees.
Employee networks and vibrant office culture with world-class amenities.