Senior Manager, End User Services (IT)

TL;DR

Senior Manager, End User Services (IT): Leading and evolving end-to-end support for a 1,000-employee organization with an accent on service delivery, endpoint management, and ITSM practices. Focus on modernizing support through AI and automation while ensuring high-availability for critical lab and corporate operations.

Location: Must be based in South San Francisco, California, United States

Salary: $171,000 – $186,000 USD

Company

hirify.global is a global diagnostics company transforming cancer care through genomic data, AI-driven insights, and high-performing diagnostic tests.

What you will do

• Lead and scale a high-performing End User Services team across Service Desk, Desktop Support, and Field Services.
• Set and execute a multi-year roadmap for service maturity, automation, and user experience.
• Drive AI-powered support initiatives, including virtual agents and auto-resolution.
• Own and mature ITSM processes including Incident, Request, Problem, and Change Management.
• Serve as the senior technical escalation point for complex Tier 3 issues and major incidents.
• Ensure IT support aligns with uptime-critical lab operations and regulatory requirements.

Requirements

• Must be based in South San Francisco, California
• 8+ years in End User Services with 3+ years in a leadership role.
• Experience supporting 1,000+ users in a multi-site, distributed environment.
• Strong hands-on expertise in Active Directory, Azure AD, Microsoft 365, and Intune.
• Proven experience with ITSM tools like FreshService and ITIL best practices.
• Experience in regulated or mission-critical environments.

Nice to have

• ITIL v4 certification.
• Experience with AI-enabled ITSM or DEX tools.
• Familiarity with Power Platform.
• Experience in healthcare, life sciences, or lab environments.
• Microsoft certifications.

Culture & Benefits

• Competitive compensation package including discretionary bonuses and restricted stock units.
• Commitment to an inclusive, diverse, and purpose-driven workplace.
• Recognized as a 2024 Certified Great Place to Work in the US and Israel.
• Opportunities for professional growth within a global diagnostics leader.