Manager, IT Operations (AI)

TL;DR

Manager, IT Operations (AI): Leading a team of IT analysts to support customers on an AI-native IT automation platform with an accent on operational standards, SLA/KPI tracking, and team mentoring. Focus on scaling help desk processes, integrating customer feedback into the product roadmap, and building a high-performance culture.

Location: Remote (Must be based in the US)

Company

hirify.global is building an AI-native IT automation platform that combines technology with a human touch to scale IT operations.

What you will do

• Lead, mentor, and manage a team of IT analysts, fostering a culture of continuous improvement.
• Own SLA and quality targets, identifying performance gaps and driving necessary changes.
• Develop and monitor KPIs to provide leadership with visibility into operational efficiency.
• Partner with operations leadership to design scalable processes for the help desk.
• Collaborate with the product team to surface trends and identify opportunities for AI automation.
• Coordinate staffing and shift schedules to ensure consistent support coverage.

Requirements

• 6+ years in technology operations or support, with at least 4 years in a management or supervisory role.
• Working knowledge of help desk platforms such as Zendesk or ServiceNow.
• Familiarity with IT infrastructure and troubleshooting.
• Experience with data analysis tools; knowledge of Tableau or Hex is a plus.
• Must be based in the United States.
• Strong communication skills and a proven track record of coaching and developing people.

Culture & Benefits

• 100% remote work environment with flexible core working hours.
• Unlimited PTO and 12 paid federal holidays.
• $150 monthly connectivity stipend for cell phone, internet, or equipment.
• Participation in 401(k) and equity option grants.
• Comprehensive health insurance (medical, dental, and vision) with 100% of deductibles covered.
• Paid parental leave for birth, adoption, or surrogacy.