IT Service and Support Manager

TL;DR

IT Service and Support Manager: Lead global IT support organization owning end-to-end employee support and user experience across all tiers with an accent on service excellence, ITIL processes, KPIs, and SLAs. Focus on building and coaching teams, driving resolutions for endpoints and business applications, and managing major incidents.

Location: Israel - Petah Tikva. Willing to work flexible hours, availability during weekends/holidays as needed, and travel 1–2 times a year.

Company

hirify.global’s AI-powered Digital Investigation Platform enables customers to access, analyze, and share digital evidence in investigations while preserving privacy.

What you will do

• Lead, coach, and develop global IT support teams across multiple sites and time zones, including hiring, onboarding, performance management, and succession planning.
• Set objectives, KPIs, and review progress; build recognition, engagement, feedback, and continuous learning culture.
• Own end-to-end IT support delivery, enforce SLAs/OLAs, and act as top escalation point for major incidents and communications.
• Plan global coverage, on-call rotations, new hire onboarding, IMACs, laptop lifecycle, AV support, and VIP services.
• Manage support for endpoints (Windows 11, macOS, Microsoft 365) and business apps (Salesforce, NetSuite, etc.) in partnership with other IT teams.
• Govern support tooling like ITSM platforms and partner with IT Operations, Security, and Business Applications for seamless handoffs.

Requirements

• At least 5 years managerial experience leading IT support/service desk teams, including manager of managers.
• At least 7 years hands-on IT/IS experience in global, fast-paced environment.
• Endpoint support: Windows 11, macOS, Microsoft 365, Exchange, SharePoint, Teams, Intune.
• Identity/access: Entra ID/Active Directory, OKTA (admin), MFA, conditional access.
• Business apps: Salesforce, NetSuite, QlikSense, Monday.com, Atlassian.
• Networking fundamentals: IPv4, TCP/IP, DNS, DHCP, VPN; security tools; ITSM platforms.
• Proven global team leadership, project management, data-driven operations, excellent English communication.
• Experienced in global hi-tech; highly organized, flexible hours, weekend/holiday availability, occasional travel.

Culture & Benefits

• Hands-on people leadership with focus on service obsession, data-driven decisions, and high "can-do" approach.
• People-first culture emphasizing recognition, engagement, feedback, and continuous learning.
• Global team collaboration across time zones with emphasis on making IT simple and reliable for employees.