IT Desktop Support Manager (AI)

TL;DR

IT Desktop Support Manager (AI-Enabled Service Delivery): Leading desktop support operations across the Americas and modernizing end-user services through automation and AI-powered tools with an accent on improving service quality, strengthening endpoint security, and scaling support processes. Focus on developing AI-enabled workflows, implementing data-driven improvements, and ensuring compliance with ITAR regulations.

Location: Must be local to North Reading, MA, US. The company is unable to provide relocation or visa sponsorship for this position.

Salary: $105,600 - $168,900

Company

hirify.global is a global test and automation specialist providing sophisticated manufacturing automation solutions across various industries worldwide.

What you will do

• Lead Tier 1–3 desktop support operations and regional team development across the Americas.
• Develop AI-enabled workflows, automation capabilities, and self-service solutions to enhance user experience and efficiency.
• Partner with IT and business stakeholders to modernize support services using data-driven improvements.
• Build and maintain scalable processes for endpoint lifecycle management, onboarding, and knowledge management.
• Ensure strict compliance with ITAR, data privacy, and enterprise governance requirements.
• Manage budgets and vendor relationships to optimize support outcomes and operational insights.

Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
• 5+ years of experience in IT desktop support or service desk management, including 2+ years in a leadership role.
• Strong expertise in Windows OS, Active Directory, Microsoft 365, and endpoint security technologies.
• Experience improving operations through automation, analytics, or AI-driven approaches (e.g., Microsoft Copilot).
• Proficiency with ITSM platforms such as Jira Service Management or ServiceNow.
• Must be based in North Reading, MA, US; no relocation or visa sponsorship available.

Nice to have

• Experience working in ITAR-regulated or similarly controlled environments.
• Relevant certifications in ITIL, Microsoft, CompTIA, AI, automation, or data analytics.

Culture & Benefits

• Robust health and well-being programs including medical, dental, and vision insurance.
• Financial security through retirement savings plans, life, and disability insurance.
• Work-life balance support via paid vacation, holidays, and flexible spending accounts.
• Commitment to a positive, inclusive environment that fosters diversity of thought and innovation.
• Professional growth support through tuition assistance programs.