IT Manager - Desktop Support

TL;DR

IT Manager - Desktop Support (Infrastructure): Leading and developing a distributed technical support team to ensure reliable endpoint services across multiple US locations with an accent on operational efficiency and end-user satisfaction. Focus on optimizing support workflows, managing SLAs, and overseeing the lifecycle of desktop, laptop, and virtual workstation environments.

Location: Full-time onsite in Springfield, Illinois

Salary: $105,200 - $147,950

Company

hirify.global is a financial services company dedicated to providing insurance and financial products specifically tailored for educators.

What you will do

• Lead, coach, and develop a team of Technical Support Analysts, managing workload distribution and career growth.
• Oversee desktop support operations for three US locations, remote insurance agents, and remote employees nationwide.
• Establish and track key performance indicators (KPIs), including SLA performance and first-contact resolution.
• Manage the deployment, maintenance, and security of endpoints, including Windows, Mac, and virtual workstations.
• Partner with infrastructure and application teams to resolve escalated incidents and systemic technical issues.
• Identify and implement opportunities for automation, tooling enhancements, and process improvements.

Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
• 5 to 10 years of progressive IT support experience, including proven leadership responsibility.
• Strong technical proficiency in Windows and Mac operating systems.
• Experience managing SLAs and supporting virtual desktop/workstation environments.
• Must be based in or able to work full-time onsite in Springfield, Illinois.
• Excellent verbal and written communication skills for stakeholder management.

Nice to have

• Relevant IT certifications or active participation in certification programs.
• Experience with scripting, automation, or endpoint management tools.
• Knowledge of ITIL or other IT service management frameworks.

Culture & Benefits

• Mission-driven work environment focused on supporting the education community.
• Collaborative, customer-focused, and high-performing team culture.
• Opportunities for professional growth and leadership development.
• Corporate stability as a publicly traded company on the NYSE.