Help Desk Director (SaaS)

TL;DR

Help Desk Director (SaaS): Leading global helpdesk operations and IT support teams with an accent on automation, AI-driven workflow optimization, and SLA management. Focus on scaling IT infrastructure, managing user lifecycles, and ensuring high-quality service delivery across a distributed organization.

Location: Must be based in the US; role is hybrid out of the El Segundo, CA office.

Company

hirify.global is an AI-enabled SaaS leader providing integrated workforce and operational solutions for the public sector and public safety organizations.

What you will do

• Manage and support a global team of 6 helpdesk engineers.
• Lead helpdesk operations, managing team workloads, SLA performance, and continuous process improvement.
• Identify and implement automation and AI-driven solutions to streamline workflows.
• Manage user lifecycle processes through Active Directory and SSO platforms.
• Oversee IT systems, inventory management, and back-office licensing.
• Communicate with employees and provide both in-person and remote support.

Requirements

• Must be based in the US with legal authorization to work.
• 5-7 years of experience managing a helpdesk team with technical expertise.
• Strong understanding of Windows and MacOS operating systems.
• Experience with Mobile Device Management (MDM) and network security (Palo Alto firewalls).
• Proficiency with Google Suite, Office 365, Okta, and Jira Service Management.
• Bachelor's degree in a related field.

Nice to have

• Familiarity with AI agents, REST APIs, and low-touch automation tools.
• Basic understanding of cloud computing, specifically AWS.

Culture & Benefits

• Comprehensive benefits package (medical, dental, vision) effective from Day 1.
• 401K matching and generous PTO.
• 12-week paid parental leave.
• Inclusive and diverse work environment with supportive leadership.
• Opportunities for professional growth and career path development.

Hiring process

• Hiring process may include AI-based screening for keywords and qualifications.
• Recruiter review of all screening results.