IT Operations Manager (Freshservice)

Location: Syracuse, New York, United States; onsite

Salary: $115,000–$130,000 per year

Company

hirify.global develops and manufactures software-based 5G wireless technology in Syracuse, including a U.S.-owned 5G factory.

What you will do

• Lead the implementation and ongoing development of the Freshservice ITSM platform, including the service catalog, ticketing workflows, SLAs, automations, and reporting.
• Manage the help desk team, ticket triage, escalation paths, and resolution quality across support tiers.
• Drive workflow automation, integrations, APIs, and scripting to reduce repetitive operational work.
• Build and maintain runbooks, standard operating procedures, knowledge base articles, and incident-response documentation.
• Manage vendor invoices, SaaS subscriptions, software licensing, recurring service costs, and IT operational billing.
• Oversee monitoring, alerting, and observability while recruiting, mentoring, and developing the IT operations and support team.

Requirements

• 5+ years of experience in IT operations or technical support and 3–5+ years in a team lead or management role.
• Hands-on administration experience with Freshservice, ServiceNow, Jira Service Management, Ivanti, or a similar ITSM platform.
• Experience running a help desk or service desk and managing SLAs.
• Strong automation skills, including workflow automation, integrations, APIs, and scripting such as PowerShell.
• Working knowledge of ITIL or similar IT service management frameworks.
• Experience with operational documentation, vendor relationships, software licensing, IT budgets or billing, and stakeholder management.

Nice to have

• Experience extending ITSM into Enterprise Service Management for non-IT departments.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• ITIL Foundation, ITSM platform administrator, CompTIA Network+/Security+, or cloud provider certification.
• Experience integrating ITSM with Microsoft 365, Entra ID, and other business systems.
• Experience with low-code/no-code automation, orchestration platforms, or regulated environments such as SOC 2, ISO 27001, or HIPAA.

Culture & Benefits

• Build IT service processes, workflows, and standards from an early-stage foundation.
• Help mature an IT-focused ITSM platform into a broader Enterprise Service Management capability.
• Work on connectivity technology supporting carriers, stadiums, universities, healthcare centers, transit centers, and the U.S. Military.