IT Service Desk Manager (AI)

Location: Chicago, Illinois, United States; onsite/hybrid attendance required in the office on Tuesdays, Wednesdays, and Thursdays.

Annual pay range: $135,000–$165,000 USD, plus potential discretionary bonus and benefits.

Company

hirify.global is a global alternative asset management solutions provider with approximately $97 billion in assets under management and offices across North America, Europe, and Asia-Pacific.

What you will do

• Lead, manage, coach, and develop a geographically distributed service desk team across Chicago, New York, and offshore locations.
• Provide hands-on Tier 2/3 technical support and act as the escalation point for complex hardware, software, infrastructure, and endpoint issues.
• Deliver discreet, high-touch support for executive leadership and VIP stakeholders.
• Manage service desk queues, triage requests, monitor SLAs, and report on ticket volume, resolution times, customer satisfaction, and service performance.
• Improve service desk processes, documentation, knowledgebases, automation, and self-service solutions.
• Support the rollout, adoption, training, troubleshooting, and ongoing use of AI productivity tools including Claude, ChatGPT, Glean, Fireflies AI, and Gemini.

Requirements

• Experience administering Microsoft 365, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Experience with Microsoft Intune, Microsoft Entra ID, Active Directory, Windows 11, Windows Server, Azure, AWS, and VMware or equivalent virtualization platforms.
• Knowledge of networking fundamentals, endpoint security, Zscaler or equivalent cloud security platforms, video conferencing, AV systems, Dell and Apple hardware, and Jira Service Management, Jira, and Confluence.
• Strong scripting and automation skills; PowerShell is strongly preferred and Python is a plus.
• Ability to experiment with AI platforms and build tools or agents that automate service desk operations and improve user adoption.
• Strong customer service, problem-solving, communication, organizational, adaptability, discretion, and team leadership skills.

Nice to have

• MacOS and Apple iOS support experience.
• ITIL certification or familiarity with ITIL/ITSM principles.
• Microsoft certifications.
• College coursework toward a B.A./B.S. in Business, Computer Science, Information Systems, or a related field.

Culture & Benefits

• Cloud-first IT organization using Microsoft Azure and AWS.
• Active investment in AI tooling, automation, AI transcription, and intelligent workflow solutions.
• Culture focused on adaptability, candid feedback, continuous learning, ownership, and team cohesion.
• Comprehensive healthcare coverage, flexible spending accounts, and an employer-sponsored retirement plan.
• Paid time off, parental leave, short- and long-term disability coverage, and care and wellness programs.