Lead IT Specialist (AI)

Location: London, UK; hybrid work with a minimum of 3 days per week in the office, occasionally more depending on business needs. Rotational on-call support and up to 10% travel may be required.

Company

hirify.global develops technology that makes first-party data accessible and actionable for personalized ecommerce experiences.

What you will do

• Oversee the daily IT ticket queue and resolve priority issues quickly.
• Provide real-time technical support to remote and in-office employees, diagnosing root causes and escalating complex issues when needed.
• Mentor IT support team members, establish team standards, and monitor objectives and key results.
• Identify recurring issues, automate manual workflows, and build AI-centered systems and agents.
• Set up, configure, de-provision, ship, and receive enterprise devices while maintaining IT inventory and supplies.
• Create and review knowledge base documentation and support conference room and unified communications technology.

Requirements

• At least 2 years of experience in a help desk or IT support environment using a ticketing system such as FreshService or Zendesk.
• Experience with Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Suite.
• Advanced knowledge of enterprise device management, wired and wireless networking, and endpoint security.
• Extensive experience deploying macOS and iOS devices at scale and building configuration profiles and policies.
• Experience leading projects or initiatives, mentoring team members, and working with global teams across time zones.
• Practical experience using AI tools or building agents to solve real problems, plus clear communication with non-technical audiences.

Nice to have

• Experience with Okta Workflows.
• Knowledge of routing, DNS, VPN, 802.1X, and multiple VLANs.
• Programming or scripting experience.
• Experience with MDM/SSO strategy and support.

Culture & Benefits

• Work with a global IT team focused on automation, scalability, and employee support.
• Annual cash bonus eligibility, equity, sign-on payments, and health, welfare, and wellbeing benefits may be included based on eligibility.
• Travel is coordinated in advance.
• AI use emphasizes privacy, security, bias awareness, and human-in-the-loop practices.