Service Desk Lead

Location: Hybrid at 51 E Hines Hill Road, Boston Heights, Ohio, USA

Company

hirify.global creates sustainably sourced furniture and décor in partnership with artisans around the world.

What you will do

• Lead, mentor, and develop enterprise service desk teams, including setting objectives, conducting reviews, and providing training.
• Oversee daily service desk operations, incident resolution, service request management, escalations, and service-level objectives.
• Monitor KPIs and report on ticket volumes, resolution times, operational performance, and customer satisfaction.
• Improve service desk processes, implement workflow automation, and align operations with ITIL or similar service management frameworks.
• Coordinate on-site IT support for offices, retail locations, and field operations, including travel logistics for support technicians.
• Coordinate with vendors and IT teams while ensuring security, compliance, knowledge management, and minimal operational disruption.

Requirements

• Bachelor’s degree in a computer-related discipline or equivalent experience.
• 4+ years of experience managing an enterprise service desk.
• A+ Certification or equivalent experience.
• ITIL Certification or equivalent experience.
• Experience with FreshService, JIRA Service Management, or an equivalent IT service management and workflow automation tool.
• Remote leadership experience and strong communication, execution, accountability, adaptability, and problem-solving skills.

Culture & Benefits

• Hybrid corporate work arrangement.
• Work in a sustainably focused furniture and décor organization.
• Equal employment opportunity and a workplace free from discrimination and harassment.
• AI may be used for resume refinement, interview preparation, brainstorming, and communication, but interview responses must reflect the candidate’s own experience.