IT Manager (Help Desk)

TL;DR

IT Manager (Help Desk): Leading the National Help Desk team to deliver exceptional tier-one support with an accent on operational maturity and service excellence. Focus on implementing AI-driven solutions and emerging technologies to enhance efficiency, scalability, and customer experience.

Location: Remote (Must be based in the USA)

Salary: $70,276 - $116,942

Company

hirify.global is a national provider of risk management solutions for the workers’ compensation, auto, health, and disability management industries.

What you will do

• Lead and mentor a 24/7 National Help Desk team, fostering a high-performance culture of accountability and innovation.
• Analyze Help Desk metrics and resolutions to identify trends and implement service delivery improvements.
• Develop and maintain policies and procedures for incident management, including managing SLAs and the Production Down Playbook.
• Champion the evaluation and implementation of AI and emerging technologies to drive practical operational outcomes.
• Manage team performance through appraisals, compensation adjustments, and professional development programs.
• Oversee the 24/7 on-call rotation and ensure consistent support across all user touchpoints.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• 5+ years in IT support, with at least 2 years in a formal leadership role.
• Proven experience implementing modern technologies, specifically AI and automation, within a support environment.
• Experience managing high-volume Help Desk or call center operations.
• Proficiency with incident management systems (e.g., ServiceNow) and Microsoft enterprise environments.
• Must be based in the United States.

Culture & Benefits

• Comprehensive health insurance including Medical (HDHP), Dental, and Vision.
• Financial planning tools: 401K and ROTH 401K.
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Life Insurance.
• Paid time off and Pre-paid Legal Insurance.
• Work environment recognized as a certified Great Place to Work®.