Manager, IT (End-User Support)

TL;DR

Manager, IT (End-User Support): Leading a team of IT support technicians to deliver seamless technology experiences for employees with an accent on incident management, process optimization, and cross-functional collaboration. Focus on scaling support operations, improving service desk KPIs, and strengthening partnerships between IT and internal customers.

Location: Must be based in Mexico City

Company

hirify.global is a leading real estate platform in the U.S. dedicated to helping customers navigate buying, selling, financing, and renting homes.

What you will do

• Lead, coach, and develop a team of IT support technicians through performance management and goal setting.
• Oversee incident and service request workflows to ensure timely resolution and proper escalation.
• Serve as a technical escalation point for complex end-user issues and guide the team on best practices.
• Improve service desk processes and key performance indicators to enhance efficiency and service quality.
• Build strong relationships with internal customers and drive continuous improvement in the support experience.
• Partner with cross-functional IT teams to ensure coordinated support delivery and clear communication.

Requirements

• 3+ years of experience in IT support or service desk environments with increasing responsibility.
• Strong knowledge of end-user support, including operating systems, hardware, networking, and remote tools.
• Familiarity with core IT infrastructure concepts such as servers, virtualization, and security best practices.
• Experience with ITSM platforms, ticketing systems, and service operations processes.
• Strong leadership, communication, and decision-making skills with a customer-focused mindset.
• Must be based in Mexico City as the primary work location.

Culture & Benefits

• Competitive base salary and benefits package.
• Eligibility for equity awards based on performance and experience.
• Commitment to an inclusive, innovative, and engaging work culture.
• Opportunities for professional growth within a recognized top workplace.