Head of IT Business Support (AI)

TL;DR

Head of IT Business Support (AI): Running the IT helpdesk operation and collaborating with Infrastructure Leads to deliver cohesive IT support with an accent on service quality, SLA commitments, and process modernization. Focus on building and developing support teams, integrating AI into the workplace, and ensuring SOX/ISO compliance.

Location: Must be based in London or Cambridge, United Kingdom

Company

hirify.global is a global leader in AI for cybersecurity that provides a proactive platform protecting nearly 10,000 organizations from unknown threats.

What you will do

• Lead the IT Support Operation, managing teams and ensuring the highest quality support to meet SLA commitments.
• Act as an IT business partner to understand and translate business needs into practical IT requirements.
• Serve as a technical escalation point, guiding staff through logical troubleshooting of complex problems.
• Drive the modernization of IT support operations through process optimization and the adoption of AI.
• Facilitate the Change Advisory Board (CAB) and ensure adherence to SOX and ISO compliance.
• Manage the ITSM system (FreshService) and oversee the operational budget.

Requirements

• Senior experience leading enterprise IT support functions (1st & 2nd line) with ownership of service quality.
• Proven track record of building, managing, and developing support teams with multiple direct reports.
• Strong understanding of IT service management (ITSM) best practices regarding incident, problem, change, and knowledge.
• Experience operating IT support in regulated environments (SOX, ISO) and contributing to CAB.
• Excellent communication skills to influence senior stakeholders and advocate for IT Support.
• Must be based in or able to work from the London or Cambridge offices in the UK

Culture & Benefits

• Vacation: 23 days’ holiday (rising to 25 after 2 years) plus public holidays and a birthday day off.
• Health: Private medical insurance covering the employee, cohabiting partner, and children.
• Insurance: Life insurance valued at 4 times the base salary.
• Financial: Salary sacrifice pension scheme and cycle to work scheme.
• Family: Enhanced family leave and a Confidential Employee Assistance Program.