IT Operations Lead (AI)

TL;DR

IT Operations Lead (AI): Leading global end-user support operations and improving employee experience across various offices and remote teams with an accent on refining processes, building scalable support routines, and managing vendor relationships. Focus on optimizing ITSM through automation and AI agents and aligning with GRC, security, and engineering teams on standards.

Location: On-site in San Francisco, CA

Salary: $200,000–$220,000 (with equity)

Company

hirify.global is creating an AI-powered platform to help businesses build better, more human customer experiences.

What you will do

• Lead global end-user support operations, ensuring a high-quality employee experience.
• Act as a player-coach, refining processes and building scalable support routines.
• Partner with GRC, security, and engineering teams for standards alignment.
• Oversee device lifecycle management, including onboarding and offboarding.
• Manage vendor and MSP relationships with clear SLOs and documentation.
• Optimize ITSM workflows leveraging automation and AI agents.

Requirements

• Proven experience leading IT support or helpdesk teams in a fast-scaling, multi-office environment.
• Strong troubleshooting skills across macOS endpoints, hardware, SaaS, networking, printers, and AV.
• Practical ITSM expertise in configuring ticket queues, workflows, SLAs, and automations.
• Deep customer empathy with clear communication and documentation habits.
• Experience managing MSPs or vendor partners and driving accountability through metrics.
• Bachelor’s degree or equivalent professional experience in Information Technology, Computer Science, or a related field.

Nice to have

• Certifications or equivalent experience (e.g., ITIL Foundations, Jamf, Okta).
• Background in scaling global IT support or building distributed coverage models.
• Experience developing support playbooks, KCS knowledge programs, or IT onboarding improvements.

Culture & Benefits

• Flexible (Unlimited) Paid Time Off.
• Comprehensive Medical, Dental, Vision, Life, and Disability benefits for you and your family.
• Retirement Plan (401K) with company match and Parental Leave.
• Fertility and family building benefits through Carrot.
• Provided lunch, snacks, and coffee, plus a Discretionary Benefit Stipend.
• Company values centered around Trust, Customer Obsession, Craftsmanship, Intensity, and Family.