IT Service Operations Lead (EMEA & APAC)

TL;DR

IT Service Operations Lead (IT Operations): Coordinating IT service operations, escalation support, and regional oversight across EMEA and APAC with an accent on incident response and SLA adherence. Focus on guiding regional contractor teams and ensuring seamless support handoffs between global time zones.

Location: Hybrid (Prague, Czech Republic)

Company

hirify.global provides talent mobility services for global brands, helping them relocate and manage their exceptional people worldwide through a people-first approach.

What you will do

• Coordinate day-to-day IT service operations across EMEA and APAC coverage windows.
• Act as the primary regional escalation point for business users, contractors, and IT support teams.
• Monitor and prioritize regional ticket queues to ensure timely resolution and SLA compliance.
• Guide and coordinate a small team of regional IT contractors and overseas support technicians.
• Partner with North American IT teams to ensure effective support handoffs and continuity.
• Identify recurring service gaps and process improvements affecting regional users.

Requirements

• Experience in IT service desk, IT operations, or technical support coordination.
• Strong understanding of ticketing systems, incident handling, and SLA expectations.
• Ability to coordinate work across multiple regions and time zones.
• Proficiency in supporting Microsoft 365, Windows, and enterprise collaboration tools.
• Must be based in or able to work from the Prague office in a hybrid model.
• Strong customer service mindset and professional communication skills.

Nice to have

• Prior experience supporting EMEA and/or APAC users in a global IT environment.
• Experience leading contractors or distributed technical support resources.
• Familiarity with ITIL practices (incident, request, and problem management).
• Experience supporting executive-level users and business-critical escalations.