IT Operations Manager

TL;DR

IT Operations Manager (IT Ops): Leading a global help desk team and managing the end-to-end staff technology experience with an accent on operational consistency, resolution speed, and scalability. Focus on automating repetitive support tasks, implementing AI-assisted triage tools, and transitioning the team to proactive support operations.

Location: Must be based in the United States

Salary: $135,000

Company

hirify.global is a market leader in ICS/OT Cybersecurity dedicated to defending industrial organizations.

What you will do

• Lead and manage a distributed team of 4 IT support specialists across multiple time zones.
• Own the end-to-end IT employee lifecycle, including onboarding, offboarding, and hardware management.
• Optimize the ticketing system, managing SLAs, queue prioritization, and escalation protocols.
• Track and report on key performance indicators such as MTTR, first contact resolution, and ticket volume.
• Identify repetitive tasks and lead automation and self-service initiatives to scale support capacity.
• Evaluate and integrate AI-assisted tools to improve ticket triage and knowledge base quality.

Requirements

• 4+ years in IT support or systems administration.
• 1–2 years of experience in a lead or management role.
• Proven experience managing distributed or international teams.
• Hands-on proficiency with ITSM/ticketing platforms and modern enterprise IT stacks.
• Ability to drive measurable improvements in support metrics (MTTR, SLA, CSAT).
• Must be based in the United States

Nice to have

• Experience implementing automation or AI tooling in a support context.

Culture & Benefits

• Remote-first company culture.
• Competitive equity package.
• Comprehensive benefits plan.
• Mission-driven environment focusing on authenticity, transparency, and trust.