Head of Global IT Employee Services (AI)

Location: Onsite at the NJ office in Hoboken, New Jersey, USA

Company

hirify.global is a global AI, cloud, and digital software company serving customer experience, financial crime prevention, and public safety needs for more than 25,000 businesses.

What you will do

• Lead the 24/7 Global Service Desk and regional Tech Support teams across EMEA/Israel, the Americas, APAC, and the Mobile Team.
• Own employee support channels including chat, portal, onsite, and remote services.
• Advance ITSM practices across incident, request, problem, knowledge, and change management.
• Establish KPIs such as FCR, MTTR, CSAT, NPS, and SLA/SLO compliance to drive continuous improvement.
• Expand AI-driven virtual agents, automation workflows, predictive issue detection, intelligent routing, and self-service portals.
• Manage major incidents, executive-level support, stakeholder alignment, and strategic vendor partnerships.

Requirements

• Bachelor’s degree in information technology or a related field preferred.
• 8–12+ years of experience in IT support or IT operations, including 4–6+ years leading global or multi-site teams.
• Strong ITSM expertise and a solid technical foundation across macOS, Windows, mobile, and enterprise platforms.
• Experience implementing AI-driven support models and scaling automation frameworks within ITSM platforms.
• Exceptional communication, leadership, stakeholder management, and operational metrics skills.
• Experience with follow-the-sun operations, distributed global teams, executive/VIP support programs, or continuous improvement is preferred.

Culture & Benefits

• Fast-paced, collaborative, and creative environment within a global company.
• Opportunities for learning, professional growth, and internal career development.
• Work alongside teams across multiple roles, disciplines, domains, and locations.
• Focus on innovation, product unification, governance, and cross-platform customer experience.