Sr. Manager, Work Station Support (ITSM)

Location: US - Austin, TX; hybrid position with office attendance determined by the hiring manager

Salary: $127,900–$205,000 USD per year, with potential bonus, equity, and applicable sales incentive payments.

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Lead, mentor, and develop the Onsite Technology Support team, setting priorities and managing performance against goals and OKRs.
• Drive high-quality customer service and improve the end-user experience for hirify.global staff through proactive, predictive, and omnichannel support.
• Manage ITSM documentation, service-level targets, complaints, SOPs, policies, SLAs, training materials, and technical knowledge bases.
• Analyze recurring incidents, perform shift-left improvements, and implement self-service, automation, self-healing, and ITSM flow solutions.
• Collaborate with stakeholders and peer End User Systems operations teams on strategic initiatives, change management, projects, budgets, and clear rules of engagement.
• Direct the secure operation and maintenance of corporate computing and networking infrastructure while embedding information security and risk management into operations.

Requirements

• 8+ years of relevant experience and a bachelor’s degree, or 11+ years of relevant experience; advanced-degree alternatives are accepted.
• Experience managing Corporate Technology Support or a similar function, including globally diverse support teams.
• Strong leadership, organizational, verbal, and written communication skills, with the ability to manage changing priorities.
• Experience with multi-OS platforms including Windows, macOS, and mobile systems, plus workstation hardware and peripherals.
• Strong understanding of process orientation, project management techniques, methodologies, and best practices.
• Knowledge of ITIL and service desk tools; experience with ServiceNow ITSM.

Nice to have

• Certification in IT service management, project management, or quality management.

Culture & Benefits

• Hybrid work in an office setting, with work hours varying according to department needs.
• Travel required 5–10% of the time.
• Benefits may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.
• Opportunity to improve support operations through emerging technologies, automation, and continuous improvement.