Manager, IT Service Desk (AI)

Location: Seattle, Washington, United States; four days per week in the Seattle offices

Salary: $117,244–$175,918 per year, plus potential annual bonus

Company

hirify.global creates running gear and experiences designed to help people feel more alive through movement.

What you will do

• Lead a global IT Service Desk team of 8–10 Support Analysts and oversee an outsourced Tier 1 Service Desk partner.
• Manage incidents, requests, staffing, SLAs, operational reporting, inventory, asset management, and site-based support.
• Deliver employee technology onboarding and offboarding services and maintain consistent operating procedures across regions.
• Improve the end-user support experience across portal, chat, phone, and walk-up channels using satisfaction and service data.
• Drive automation and AI agents for self-service, triage, knowledge search, and workflow automation.
• Build incident prevention and continuous improvement programs while managing vendors, contracts, and cross-functional IT partnerships.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field, or equivalent education and experience.
• 7+ years of progressive IT experience in infrastructure engineering and 3+ years managing a Service Desk team.
• ITILv4 certification and knowledge of IT Service Management practices.
• Experience building high-performing Service Desk functions, applying product management disciplines to IT services, and working in a global environment.
• Direct people management experience, including coaching, mentoring, performance management, and staff development.
• Excellent communication, interpersonal, organizational, analytical, and problem-solving skills.

Culture & Benefits

• Collaborative, inclusive culture centered on customer service, innovation, creativity, and continuous improvement.
• Medical, dental, vision, life and AD&D, disability, HSA, FSA, family and fertility assistance, and employee assistance benefits.
• 401(k) savings plan with employer match and transportation assistance.
• Five weeks of paid time off, eleven paid holidays, and paid sick and parental leave.
• Product discounts, fitness discounts, employee recognition, and volunteer and donation benefits.