Director It

TL;DR

Head of Global Enterprise Technology (AI): Leading and optimizing global IT support operations, including Triage, L2, and AV&C teams, with an accent on strategic planning, ITIL best practices, and incident management. Focus on implementing AI support tools, driving continuous improvement, and ensuring adherence to security and compliance standards.

Location: Only applicable to U.S.-based candidates

Salary: $95,000–$187,000 USD

Company

hirify.global is a product company that offers a unified, globally distributed, multi-cloud database platform for the AI era, empowering customers to innovate with software.

What you will do

• Lead and manage globally distributed Triage, L2, and AV&C support teams, ensuring high performance.
• Develop and implement strategic plans to optimize global support operations and enhance user experience.
• Lead or collaborate on implementing enterprise AI support tools to reduce ticket volume and improve resolution speed.
• Implement and enforce ITIL best practices related to incident, change, and problem management.
• Develop and utilize team-specific metrics and KPIs to analyze performance and drive service improvements.
• Manage the global support budget effectively and ensure adherence to global security standards and data privacy regulations.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field, or equivalent experience.
• 8+ years of experience managing Global IT Support teams.
• Proven experience in leading and managing global support teams.
• Experience developing and implementing AI self-service capabilities, including chatbots.
• Strong understanding of ITIL best practices and service management principles.
• Demonstrated ability to develop and implement strategic plans and drive innovation.
• Excellent communication, collaboration, and leadership skills.

Nice to have

• Experience successfully implementing a VIP Support function.

Culture & Benefits

• Motivating and inspiring team members, fostering innovation and data-driven decision-making.
• Flexible paid time off and 20 weeks fully-paid gender-neutral parental leave.
• Fertility and adoption assistance, 401(k) plan.
• Mental health counseling and access to transgender-inclusive health insurance coverage.
• Committed to providing any necessary accommodations for individuals with disabilities.