Helpdesk Supervisor (AI)

Location: IB HQ, El Segundo, California, United States

Salary: $80,000–$90,000 per year

Company

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

What you will do

• Lead the daily operations of the Helpdesk supporting IB offices and West Coast teams.
• Transform the Level 1 support model using AI, chatbots, automated ticket auditing, and zero-touch resolution workflows.
• Maintain an AI-enhanced knowledge base and structured Helpdesk SOPs to improve self-service and automated responses.
• Manage performance metrics, SLAs, schedules, workload distribution, coaching, and staff development.
• Handle escalated incidents, complex troubleshooting, IT policies, security standards, and compliance requirements.
• Oversee office technology, IT onboarding, conference rooms, printers, asset inventory, procurement, licensing, vendors, and budget controls.

Requirements

• At least 7 years of experience managing or supervising Helpdesk or IT support teams.
• Direct management experience leading technical teams.
• Strong technical troubleshooting and escalation management experience.
• Ability to analyze performance data, identify trends, and drive process improvements.
• Excellent communication, interpersonal, organizational, and customer service skills.
• Familiarity with ITSM platforms such as ServiceNow, Jira, Service Desk Plus, or Zendesk.

Culture & Benefits

• Medical, dental, and vision insurance options.
• Flexible spending accounts for medical and dependent care.
• 401(k) retirement plan with company match.
• Paid time off, paid holidays, and commuter benefits.
• Disability, life, and AD&D insurance, plus Employee Assistance Program and well-being coaching.
• Voluntary home, auto, and pet insurance and discounted legal and financial services.