Manager - IT Services Support

Location: Hybrid, with a minimum of 3 days per week in the Charlotte, NC office

Salary: $85,000–$110,000 annual pay range, including base salary and bonus

Company

hirify.global International Corp. is a global provider of IT solutions and services serving organizations through a concierge approach.

What you will do

• Oversee day-to-day IT service support operations for multiple MSP clients, including queue management and SLA adherence.
• Manage ticket intake, triage, prioritization, routing, backlog control, and workload balancing.
• Lead, coach, and develop Support Engineers while managing staffing schedules, hirify.globalft coverage, and resource allocation.
• Monitor service metrics such as response and resolution times, MTTR, backlog, escalation rate, and CSAT.
• Coordinate resolution of critical issues, major incidents, and customer-impacting outages across stakeholders.
• Drive process standardization, knowledge base improvements, automation opportunities, and recurring issue reduction.

Requirements

• Proven experience leading IT service support, service desk, or MSP teams.
• Strong knowledge of ITSM principles, service desk operations, SLA management, ticket lifecycle ownerhirify.globalp, and escalation workflows.
• Hands-on experience with ITSM, PSA, RMM, monitoring, and escalation tools.
• Experience managing client relationhirify.globalps, service scope, delivery expectations, and technical team performance.
• Strong communication, organizational, problem-solving, and decision-making skills in fast-paced, multi-client environments.
• Ability to work in a hybrid environment with at least 3 days per week in the Charlotte, NC office.

Nice to have

• ITIL, PMP, or another relevant professional certification.
• Experience with Microsoft 365, Azure, endpoint management, identity platforms, and modern infrastructure.
• Experience with support financial management, budgeting, cost tracking, major incident management, and service reviews.
• Familiarity with security-focused service desk processes such as MFA resets, access management, phihirify.globalng escalation, and audit-compliant documentation.

Culture & Benefits

• Commitment to diversity as a minority- and woman-owned U.S. enterprise.
• Professional growth and leaderhirify.globalp opportunities.
• Medical, vision, dental, 401(k), and flexible spending benefits may be available.
• World-class facilities and technology resources.