Manager, Service Desk

Location: Simi Valley, California, United States; 40-hour on-site work week. Occasional domestic travel and on-call escalation support may be required.

Salary: $117,500–$179,250 per year

Company

hirify.global develops autonomous defense technologies across air, land, sea, space, and cyber domains.

What you will do

• Oversee daily Service Desk operations, frontline staff, ticket queues, escalation coverage, and service performance.
• Enforce SLAs and ITIL-aligned procedures for incident and service request logging, triage, escalation, and resolution.
• Analyze operational metrics, recurring incidents, bottlenecks, and root causes; implement workflow and service improvements.
• Administer ticketing systems, request catalogs, asset tracking, knowledge bases, self-service portals, and technical runbooks.
• Manage staffing performance through onboarding, training, coaching, evaluations, scheduling, and goal setting.
• Provide hands-on troubleshooting for executive and high-priority escalations and represent the Service Desk in CAB meetings.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent education and experience.
• 5–7 years of experience in IT Service Desk or technical support environments, including 2–4 years supervising or leading IT support personnel.
• 5+ years supporting enterprise desktop and mobile platforms including Windows, macOS, iOS, and Linux.
• Experience administering enterprise ticketing platforms such as ServiceNow, Jira Service Management, or Ivanti, plus endpoint management and software deployment tools.
• Experience monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs; ITIL Foundation certification is required.
• Must be a U.S. citizen, U.S. permanent resident, or protected individual with qualifying asylee/refugee status; U.S. person eligibility is required for ITAR/EAR compliance.

Nice to have

• Intermediate ITIL or ITSM knowledge.
• Experience managing distributed, remote, or multi-site technical support teams.
• Strong analytical, troubleshooting, root-cause analysis, communication, prioritization, and delegation skills.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401(k) with company matching.
• 9/80 work schedule and paid holiday shutdown.
• Work in a defense technology environment focused on autonomous systems and mission-critical capabilities.