Senior Manager, End User Services (IT)

TL;DR

Senior Manager, End User Services (IT): Leading a globally distributed team to deliver exceptional IT support and technology experiences for 2,900+ employees with an accent on scaling operations through automation, AI, and robust ITSM processes. Focus on managing the core SaaS stack, optimizing the employee lifecycle, and driving operational excellence in an async-first environment.

Location: Remote (North America)

Company

hirify.global is the intelligent orchestration platform for DevSecOps, enabling organizations to ship secure software faster through an all-remote, async-first culture.

What you will do

• Lead, coach, and develop a globally distributed End User Services team to provide 24/5 support.
• Own the strategy and operations for incident, request, and change management with clear KPIs.
• Administer and improve the core SaaS stack including Google Workspace, Slack, Okta, and Zoom.
• Scale support operations by implementing automation, self-service portals, and AI-driven ticket deflection.
• Partner with People Operations to ensure seamless onboarding and offboarding experiences.
• Manage IT asset lifecycles, vendor relationships, and license optimization to drive cost efficiency.

Requirements

• Must be based in North America to align with regional operational needs.
• Proven experience leading global IT support or helpdesk functions for 1,000+ employees.
• Deep expertise in ITSM platforms like Jira Service Management, ServiceNow, or Zendesk.
• Strong operational knowledge of modern SaaS stacks and identity/endpoint management tools.
• Demonstrated success in using automation and AI to reduce manual toil and improve support outcomes.
• Excellent written communication skills for an async-first, all-remote work environment.

Culture & Benefits

• Flexible Paid Time Off and a focus on work-life balance.
• Equity compensation and Employee Stock Purchase Plan.
• Growth and Development fund for continuous learning.
• Comprehensive health, financial, and well-being benefits.
• Inclusive culture with active Team Member Resource Groups.