Help Desk Representative (ITSM)

TL;DR

Help Desk Representative (ITSM): Overseeing daily help desk operations and ensuring high-quality IT support services across cloud and on-premises environments with an accent on SLA compliance and process improvement. Focus on managing support teams, troubleshooting complex incidents, and maintaining service performance standards within a government contracting environment.

Location: Must be based in the United States

Company

hirify.global is a government contractor providing support to federal customers in defense and national security, leveraging over 17 years of experience in intelligence, analytics, and engineering.

What you will do

• Oversee daily help desk operations and ensure high-quality IT support delivery.
• Manage and lead technical support teams in a dynamic environment.
• Maintain service performance standards and ensure SLA compliance.
• Implement and improve IT support workflows and processes.
• Collaborate across technical and business teams to resolve incidents.
• Manage enterprise device provisioning and IT asset tracking.

Requirements

• Must be based in the United States
• Bachelor’s degree in IT/Computer Science or 3+ years of equivalent experience in IT service management.
• Strong knowledge of ITIL frameworks and ITSM principles.
• Proven experience managing help desk or IT support teams.
• Hands-on experience with ticketing platforms like JIRA or ServiceNow.
• Proficiency in remote desktop management and enterprise device provisioning.

Nice to have

• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.
• CompTIA A+ certification.

Culture & Benefits

• Collaborative and innovative corporate culture.
• Support for federal defense and national security missions.
• Opportunities to work on complex, high-impact government projects.