IT Support Lead (AI)

TL;DR

IT Support Lead (AI): Managing day-to-day IT support operations and leading a team of support engineers with an accent on process optimization, ticket management, and service delivery. Focus on leveraging AI tools for workflow automation, maintaining high security standards, and ensuring efficient technical support for a global workforce.

Location: Must be based in the United States

Salary: $80,000 - $95,000 per year

Company

hirify.global is a leader in policy and global intelligence, combining data, technology, and insights to empower organizations to manage political and business risk.

What you will do

• Provide daily leadership, coaching, and performance management for two IT Support Engineers.
• Manage the IT support queue, prioritizing requests to meet SLA commitments.
• Act as a senior escalation point for complex or critical IT support incidents.
• Drive improvements in IT documentation, knowledge base, and training materials.
• Leverage AI tools to automate repetitive IT workflows and ticket triage.
• Ensure smooth and consistent employee onboarding and offboarding experiences.

Requirements

• Must be based in the United States
• 5+ years of IT Service Desk experience with 1–2 years in a team lead or supervisory role.
• Expert troubleshooting skills across macOS and Windows environments.
• Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools.
• Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms.
• Experience working within compliance frameworks such as SOC 2 or SOX.

Nice to have

• Familiarity with AI-assisted IT operations tools like ticket summarization or predictive routing.
• Exposure to prompt engineering or workflow automation using LLM-based tools.
• Experience evaluating AI tools against security requirements prior to deployment.

Culture & Benefits

• Competitive salary, retirement accounts, and equity packages.
• Comprehensive benefits packages aligned with regional requirements.
• Flexible work environment promoting well-being and balance.
• Commitment to diversity, inclusion, and equal opportunity employment.