Manager, End User Services

TL;DR

Manager, End User Services (IT Operations): Responsible for the day-to-day operations of internal IT support and collaboration ecosystem, leading a team of support specialists to deliver high-quality technical assistance while maintaining the health and security of cloud-based productivity tools. Focus on ITSM best practices, ensuring service delivery is measurable, scalable, and consistently meets the needs of the global workforce.

Location: Based in Austin, Texas

Salary: 114,400.00 - 157,300.00 USD Annual

Company

hirify.global is a company focused on IT support.

What you will do

• Oversee the full lifecycle of support tickets, ensuring timely resolution within established SLAs.
• Manage the procurement, deployment, and decommissioning of hardware and software licenses.
• Conduct root-cause analysis for recurring technical hurdles and implement long-term fixes.
• Develop and track KPIs to report on the health of the support organization.
• Build and maintain a robust Knowledge Base for both end-users and internal IT staff.
• Scope and Lead IT related projects for region such as Asset Refresh, Facility Layout Changes, IT training.

Requirements

• Expert-level administration of Google Workspace (Gmail, Drive, Calendar, Vault, DLP).
• Experience managing user provisioning and SSO (e.g., Okta, JumpCloud, or Google Cloud Identity).
• Familiarity with managing Endpoint Management (MDM) via JAMF and\or Intune.
• High proficiency in ITSM tooling platforms like Jira Service Management, ServiceNow, or Freshservice.
• 7+ years in IT Support/Operations, with at least 5 years in a formal people-management or team-lead capacity or supporting education.
• Bachelor’s degree in IT, CS, or equivalent experience or relevant experience.

Nice to have

• ITIL v4 Foundation (highly preferred), Google Professional Collaboration Engineer, or Slack Certified Admin Certifications.
• Proven ability to translate complex technical concepts into "plain English" for non-technical employees and executives.

Culture & Benefits

• Fast growth, global team focused on IT support.