Helpdesk Supervisor (AI)

Location: Onsite at the IB HQ in El Segundo, California, United States

Salary: Starting at $125,000 per year, depending on skills, qualifications, and experience

Company

hirify.global is an online media and software services company operating platforms across health, automotive, legal, and home and travel verticals.

What you will do

• Lead daily Helpdesk operations, directly manage support staff, and maintain coverage, workload balance, SLA performance, and service quality.
• Transform Level 1 support with AI and automation, including chatbots, Agentic AI, zero-touch resolution, automated password resets, Active Directory lockout handling, and software provisioning.
• Govern the AI-enhanced knowledge base and maintain structured Helpdesk SOPs to improve self-service and automated response accuracy.
• Use AI-driven quality analytics and ticket data to monitor sentiment, categorization, First-Contact Resolution, CSAT, and recurring incidents, then create coaching and automation improvements.
• Provide hands-on escalation support, oversee office technology such as conference rooms, desk setups, onboarding, printers, walk-up areas, and storage, and collaborate with network, infrastructure, and facilities teams.
• Manage IT assets, procurement, license renewals, equipment orders, vendor relationships, compliance audits, budgets, and executive-level technical support.

Requirements

• At least 7 years of experience managing or supervising Helpdesk or IT support environments.
• Proven direct management experience leading technical teams.
• Strong technical troubleshooting and escalation management experience.
• Experience analyzing performance data, identifying trends, and driving process improvements.
• Familiarity with ITSM platforms such as ServiceNow, Jira, Service Desk Plus, or Zendesk.
• Bachelor’s degree in Engineering, Computer Science, or a related field preferred; equivalent professional experience is considered.

Culture & Benefits

• Customer-focused, collaborative environment with opportunities for mentoring, coaching, and team development.
• Medical, dental, and vision insurance, plus flexible spending accounts for medical and dependent care.
• Short- and long-term disability insurance, life and AD&D insurance, and an Employee Assistance Program.
• 401(k) retirement plan with company match, paid time off, paid holidays, commuter benefits, and well-being coaching.
• Voluntary home, auto, and pet insurance, along with discounted legal and financial services.