IT Helpdesk Manager (AI)

TL;DR

IT Helpdesk Manager (AI): Building and leading a world-class IT support function for an AI productivity platform with an accent on ITSM practices, automation, and global team management. Focus on defining SLAs, improving performance metrics, and optimizing IT operations for a rapidly scaling organization.

Location: Onsite

Salary: $250,000 - $340,000 (United States)

Company

hirify.global is an AI productivity platform that empowers users by integrating AI across various applications and websites, featuring products like Grammarly, Coda, Mail, and Go.

What you will do

• Manage and mentor a global team of 10+ Helpdesk Engineers.
• Own end-to-end IT Helpdesk operations, including tiered support, escalation, and incident management.
• Define and track IT metrics (SLAs, resolution time, CSAT) to improve performance.
• Automate support processes and build scalable solutions to reduce ticket volume.
• Oversee IT hardware asset lifecycle, inventory, and budget management.
• Maintain and improve secure employee onboarding/offboarding processes and support security audits.

Requirements

• 7+ years of IT operations experience, with 3+ years managing IT support teams.
• Proven track record of building or scaling IT Helpdesk functions in fast-paced technology companies.
• Deep expertise in ITSM practices and hands-on experience with Jira Service Management.
• Experience with helpdesk automation and defining/meeting SLAs.
• Budget management experience, including hardware procurement and vendor relationships.
• Experience supporting global office locations with distributed end-user support models.

Culture & Benefits

• Competitive pay and comprehensive health care benefits (medical, dental, vision, mental health, fertility).
• Disability and life insurance, 401(k) and RRSP matching.
• Generous paid time off: 20 days PTO, 12 paid holidays, 2 floating holidays, flexible sick time.
• Generous stipends for caregiving, pet care, wellness, and home office.
• Annual professional development budget.