IT Help Desk Manager (Fintech)

TL;DR

IT Help Desk Manager (System Engineering): Leading and scaling a high-performing help desk team to drive service quality and automation within a remote-first homeowners insurance platform with an accent on operational excellence and employee experience. Focus on optimizing ITSM workflows, managing hardware inventory, and ensuring seamless onboarding and offboarding processes.

Location: Must be based in Chicago, IL (On-site at least once per week)

Salary: $90,000 – $105,000 + Equity

Company

hirify.global is a fintech company transforming homeowners insurance using data and technology to make it simpler and more affordable.

What you will do

• Lead, coach, and develop a team of Help Desk Analysts and interns to drive accountability and growth.
• Own end-to-end help desk operations, including ticket queue management and SLA definition.
• Establish and optimize workflows, runbooks, and escalation paths to reduce resolution times.
• Administer and enhance ITSM tools and implement automation to improve team productivity.
• Manage IT onboarding/offboarding experiences and oversee hardware inventory and vendor relationships.
• Partner with Security, Engineering, and People teams on access management and audit compliance (SOC 2, SOX).

Requirements

• 3–5 years of experience in IT support, including 1–2 years leading or supervising a team.
• Must be based in Chicago, IL with the ability to commute to the office on short notice.
• Hands-on experience with ITSM platforms such as Jira Service Management, Zendesk, or ServiceNow.
• Strong knowledge of macOS, Windows environments, SaaS administration, and endpoint management.
• Experience with identity and access management tools like Okta and JumpCloud.
• Worhirify.globalg knowledge of networhirify.globalg fundamentals, including VPNs and firewalls.

Nice to have

• Experience with Google Workspace and Slack administration.
• Exposure to SOC 2 or SOX compliance environments.
• Experience supporting a remote-first workforce.
• Familiarity with ITIL or similar frameworks.

Culture & Benefits

• Competitive salary and company equity through RSUs.
• 401(k) with company match up to 4%.
• Comprehensive medical, dental, and vision coverage, plus company-funded HSA contributions.
• Flexible PTO for exempt employees and generous paid parental leave.
• Professional development budgets for certifications, conferences, and learning.