IT Manager (Service Desk and Support)

TL;DR

IT Manager (Service Desk and Support): Leading and developing the global L1 end-user support function with an accent on service delivery, AI-assisted tooling, and operational transformation. Focus on implementing shift-left strategies, optimizing FCR/MTTR metrics, and managing a distributed team of support engineers.

Location: Must be based in Mauritius (Ebene). Hybrid and full remote options available.

Company

hirify.global is the leading provider of business sustainability ratings, helping companies analyze environmental, social, and ethical risks.

What you will do

• Manage global L1 support operations, ensuring 24/5 coverage and SLA adherence.
• Evaluate and operationalize AI tooling for ticket triage, knowledge surfacing, and resolution automation.
• Lead the shift-left strategy by systematically transferring service categories from L2 specialist teams to L1.
• Establish and track core KPIs including First Contact Resolution (FCR), MTTR, and MTTC.
• Provide direct line management, coaching, and development for a globally distributed team of L1 associates.
• Oversee endpoint management, patch coordination, and maintain current operational runbooks.

Requirements

• At least 7 years in IT support operations, with a minimum of 3 years in a management role.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience managing distributed or remote-first teams across multiple time zones.
• Strong ITIL foundation and proficiency with ITSM platforms (preferably Atlassian ecosystem).
• Proven track record of improving measurable support performance indicators.
• Must be based in Mauritius.

Nice to have

• Practical experience deploying AI-assisted support tooling.
• Familiarity with IT automation and orchestration concepts.
• Working knowledge of SaaS environments and identity management (Entra ID, SSO, MFA).
• Experience in ISO 27001 or SOC2 certified environments.

Culture & Benefits

• Hybrid or full remote work options and a remote work from abroad policy.
• Wellness, Travel Grant, and Work from Home allowances.
• Annual performance bonus and pension contributions.
• Private health coverage and allowances for internet and electricity bills.
• Flexible working hours and access to a brand new e-learning platform.
• Community service days and CSR activities.