Service Desk Manager

TL;DR

Service Desk Manager (ITSM): Leading the IT support function and service desk operations to provide high-quality employee support within an autonomous factory environment with an accent on incident management, SLA compliance, and team leadership. Focus on optimizing ITSM workflows, managing hardware lifecycles, and implementing shift-left self-service strategies.

Location: On-site in Los Angeles, CA. Must be a U.S. citizen or lawful permanent resident (ITAR requirements).

Salary: $140,000 – $180,000

Company

hirify.global is building autonomous factories to accelerate aerospace and defense manufacturing through advanced software and robotics.

What you will do

• Lead daily IT service desk operations, managing ticket queues, SLAs, and acting as the escalation point for P1/P2 incidents.
• Manage, coach, and develop a team of Tier 1 and Tier 2 analysts, handling hiring and performance reviews.
• Develop and maintain a structured IT knowledge base to enable end-user self-service (shift-left strategy).
• Oversee the full hardware lifecycle, including procurement, deployment, and endpoint compliance in partnership with Security.
• Manage joiner/mover/leaver workflows in coordination with HR and IT.
• Optimize the ITSM platform configuration and establish guidelines for responsible AI/LLM usage.

Requirements

• 5+ years of IT support experience with 2+ years in a leadership or supervisory role.
• Proficiency with ITSM tools such as Jira Service Management, Freshservice, ServiceNow, or Zendesk.
• Strong knowledge of end-user computing, hardware support, and identity/access management.
• Experience owning SLAs and using metrics to improve service quality.
• Proven track record of building knowledge bases for self-service support.
• Must be a U.S. citizen or lawful permanent resident to comply with ITAR regulations.

Nice to have

• ITIL Foundation certification (v3 or v4).
• Scripting or automation skills (PowerShell, Python) and familiarity with IaC tools (Terraform, Ansible).
• Experience with endpoint management platforms (Intune, JAMF) and Okta.
• Familiarity with CMMC, SOC 2, or other compliance frameworks.
• Experience supporting factory or warehouse environments and industrial equipment.

Culture & Benefits

• Comprehensive medical, dental, vision, and life insurance plans.
• 401k and equity options.
• Flexible vacation policy.
• Relocation support may be provided based on business need.