Manager, Deskside Support (ServiceNow)

Location: hirify.global Place New York, 225 Liberty Street, 8th Floor, New York, New York, United States

Salary: $120,000–$130,000 per year, plus a short-term cash incentive program.

Company

hirify.global provides enterprise infrastructure, applications, and end-user technology services across its business groups.

What you will do

• Lead, coach, and develop a local deskside support team with clear objectives, performance evaluations, and development plans.
• Represent local user needs and collaborate with regional and global deskside teams, ITIL process owners, and technology service owners.
• Oversee incident, request, task, and call handling while monitoring queues, SLA performance, backlog, resolution times, and first-contact resolution.
• Manage escalations, improve communication, identify root causes, and reduce recurring issues.
• Ensure effective ServiceNow ticket management, reporting, process documentation, and data quality.
• Oversee end-user device assets, meeting room technologies, projects, and technology rollouts with minimal disruption.

Requirements

• 5–7 years of progressive IT support experience, including 3 or more years in a leadership role.
• Bachelor’s degree in information technology or a related field preferred.
• Demonstrated success in team leadership, coaching, performance management, and building collaborative teams.
• Technical proficiency with ServiceNow or a similar ITSM platform, Windows troubleshooting, Microsoft 365, and mobile device management for iOS and Android.
• Working knowledge of Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi-factor authentication, desktops, laptops, mobile devices, printers, and Cisco conferencing equipment.
• Customer-focused, accountable, detail-oriented, and capable of diagnostic problem-solving and process improvement.

Nice to have

• Experience in financial services and front-office support.
• CompTIA A+ or Network+ certification.
• ITIL Foundation or Intermediate certification.

Culture & Benefits

• Collaborative and disciplined work environment focused on long-term development.
• Challenging assignments and exposure to diverse businesses.
• Compensation includes base salary and a short-term cash bonus opportunity.
• Commitment to a safe, respectful, diverse, and discrimination-free workplace.