Senior IT Service Desk Specialist (AI)

Location: Manila, Philippines; hybrid and flexible work model with rotational shifts, including nights, weekends, and holidays.

Company

hirify.global provides an AI-powered experience orchestration platform that connects people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Lead day-to-day Global Service Desk operations, manage shift rosters, and maintain coverage and business continuity across time zones.
• Provide 24/7 support through phone, live chat, self-service portals, email, and ticketing systems.
• Own escalations and P1/P2 incident response, including bridge calls, cross-functional coordination, and resolution tracking.
• Diagnose hardware, software, network, access, endpoint, collaboration, and VPN issues across Windows, macOS, iOS, and Android.
• Manage incidents and service requests in ServiceNow while maintaining SLA and KPI compliance.
• Improve automation, knowledge bases, AI-assisted support workflows, and self-service experiences by validating outputs and analyzing trends.

Requirements

• 4–7 years of experience in IT support, service desk, or helpdesk roles, including senior or lead responsibilities.
• Technical diploma or bachelor’s degree in IT, Computer Science, or a related field.
• Strong knowledge of Windows, macOS, mobile devices, Microsoft 365, Microsoft Teams, Zoom, Zoom Rooms, and enterprise applications.
• Experience with ServiceNow or comparable ITSM tools, Azure Active Directory, Active Directory, Intune, Windows Autopilot, and JAMF Pro.
• Understanding of TCP/IP, DNS, DHCP, VPN connectivity, user lifecycle management, and digital support channels.
• Strong written and verbal English communication skills and availability for rotational 24/7 shifts, including nights, weekends, and holidays.

Nice to have

• ITIL Foundation certification and experience with shift leadership, team leadership, or support queue management.
• Exposure to AIOps, virtual agents, automation platforms, cloud environments, prompt engineering, or AI-assisted troubleshooting.
• Basic PowerShell or Bash scripting knowledge.

Culture & Benefits

• Work with AI-powered technology used at enterprise scale by organizations worldwide.
• Flexible-first culture with flexible ways of working.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• hirify.global is Great Place to Work certified in 17 countries.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews, followed by final-step communication.