IT Manager (Tier 2 Operations)

TL;DR

IT Manager (Tier 2 Operations): Managing the day-to-day operations of the Tier 2 support function with an accent on technical issue resolution, ITIL standards, and team leadership. Focus on driving operational excellence, mentoring staff, and collaborating with cross-functional engineering teams to ensure seamless service delivery.

Location: Must be based in Richmond, VA (Onsite)

Company

hirify.global is a Fortune 500 holding company specializing in insurance, reinsurance, and investment operations with a global presence.

What you will do

• Lead and manage the Tier 2 Operations Support team to ensure high-quality resolution of escalated technical issues.
• Drive operational excellence by aligning support practices with ITIL standards using ServiceNow and Jira.
• Serve as an escalation point for high-priority incidents and service requests.
• Collaborate with Service Desk, Engineering, and International Operations teams to ensure global service delivery.
• Monitor service performance, identify trends, and report on root causes and resolutions.
• Mentor and develop team members to support career growth and skill development.

Requirements

• US Work Authorization required (no visa sponsorship provided).
• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in IT service operations, including 2+ years in a supervisory or team lead role.
• Strong knowledge of end-user computing environments (Intune, M365, Azure, Citrix VDI, Windows, MacOS, Active Directory).
• Deep understanding of ITIL frameworks and hands-on experience with ServiceNow and Jira.
• Ability to travel up to 10% of the time.

Nice to have

• Experience in the insurance or financial services industry.
• Familiarity with RMM/DEX tools and process automation.
• Strong analytical mindset with a focus on data-driven decision-making.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Employee Stock Purchase Plan.
• Generous PTO, corporate holidays, and parental leave.
• Supportive environment focused on professional growth and work-life balance.