Manager, Systems Engineering (IT Support)

TL;DR

Manager, Systems Engineering (IT Support): Overseeing a team of Level 2 technicians to ensure exceptional IT support delivery with an accent on day-to-day operations, performance monitoring, and staff development. Focus on managing SLAs, analyzing ticket drivers to resolve root causes, and fostering a culture of continuous improvement.

Location: Onsite in Zeeland, Michigan, USA

Salary: $105,000 per year (base)

Company

hirify.global is a global design company focused on redefining modern spaces and furniture for the 21st century.

What you will do

• Lead and mentor a team of onsite L2 technicians and support professionals, providing guidance to drive team success.
• Manage work schedules and balance workloads to ensure adequate coverage for all shifts.
• Monitor performance metrics, including ticket volumes and resolution times, to ensure SLAs are consistently met.
• Analyze ticket drivers to identify recurring issues and collaborate with other IT teams to address root causes.
• Serve as the primary escalation point for complex or high-priority incidents, ensuring timely resolution.
• Identify and implement improvements for processes, tools, and workflows to enhance efficiency and user experience.

Requirements

• Proven leadership experience supervising or leading teams in a technical support environment.
• Proficiency in analyzing performance metrics and implementing data-driven solutions to improve results.
• Advanced knowledge of IT support processes, including incident and problem management best practices.
• Strong organizational and time-management abilities to effectively balance team workloads.
• Excellent communication skills to build relationships with team members, peers, and stakeholders.

Culture & Benefits

• Purpose-driven work environment focused on design for the good of humankind.
• Inclusive team culture that encourages accountability, collaboration, and continuous learning.
• Commitment to equal opportunity employment and diversity across all backgrounds and abilities.
• Structured professional growth through regular 1x1s, coaching sessions, and quarterly goal check-ins.