Support Desk Manager (AI)

TL;DR

Support Desk Manager (AI): Leading and scaling a frontline Support & Operations team for hirify.global's rapidly growing AI infrastructure platform with an accent on ensuring high-quality, responsive technical support and managing performance against SLAs. Focus on coaching and mentoring a team, establishing operational rigor, and improving support processes for customer satisfaction.

Location: Must be based in the UK

Company

hirify.global is a GPU cloud company engineered for AI, providing cost-effective, high-performance infrastructure for AI startups and large enterprise customers.

What you will do

• Lead, coach, and develop a team of Support Desk Analysts and Engineers, fostering a culture of ownership and customer-centricity.
• Oversee day-to-day support desk operations across multiple channels, ensuring SLAs and response time targets are consistently met.
• Define and refine support processes, documentation standards, and escalation procedures, implementing KPIs for quality improvement.
• Act as the primary escalation point for high-severity or customer-critical issues, coordinating cross-functional responses.
• Partner closely with Infrastructure, Platform Engineering, Product, and Internal IT teams to ensure smooth escalation and feedback loops.
• Develop dashboards and reporting for executive visibility into support performance and use data to inform staffing and process improvements.

Requirements

• 5+ years of experience in technical support, service desk, or customer-facing technical operations.
• 2+ years of experience managing or leading support teams.
• Experience in cloud, infrastructure, SaaS, or high-growth technology environments.
• Strong understanding of support operations, SLAs, escalation frameworks, and ITIL principles.
• Solid understanding of cloud infrastructure, networking fundamentals, and Linux-based systems.
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar).

Nice to have

• Exposure to monitoring, observability, or infrastructure tooling.

Culture & Benefits

• Collaborative, supportive, and innovative environment where contributions spark real impact.
• Highly competitive package (base + equity) with reviews every 12 months.
• Opportunity to build and lead a world-class support function at one of the fastest-growing AI infrastructure companies.
• Human-First Flexibility, trusting hirify.globalrs to deliver with autonomy to shape their day.
• Strong encouragement for applications from people of color, the LGBTQ+ community, people with disabilities, and diverse socio-economic backgrounds.