HireClout

Our client is an AI-powered HR management platform transforming the space for tomorrow

What You Will Be Doing

Direct IT support operations, ensuring rapid issue resolution and minimal downtime.
Define and uphold SLAs and KPIs to maintain high service standards.
Manage ticketing systems for efficient issue tracking, prioritization, and closure.
Partner with IT Engineering to address escalated issues with permanent solutions.
Detect recurring IT challenges, implement corrective measures, and refine processes.
Introduce root cause analysis (RCA) practices to strengthen IT stability.
Enhance employee productivity by delivering seamless IT support.
Streamline onboarding processes to ensure swift provisioning of technology for new hires.
Build self-service platforms to empower employees to resolve basic IT issues independently.
Automate IT workflows to boost efficiency and minimize manual tasks.
Standardize troubleshooting protocols, documentation, and training content.
Champion AI-driven IT support tools to accelerate issue identification and resolution.
Lead and grow a high-performing IT Support team.
Cultivate a culture of innovation and continuous improvement.
Offer ongoing training to elevate team skills and performance.

What You Will Need

5–7 years in IT service delivery roles, including 1–2 years of team leadership with a focus on process improvement.
Deep knowledge of ITSM practices, ticketing platforms, and SLA management.
Skilled in managing escalations, conducting root cause analyses, and implementing lasting solutions.
Expertise in endpoint management, IAM systems, and IT process automation.
Proven ability to lead self-service IT initiatives and deploy AI-driven support solutions.
Strong leadership, communication, and cross-functional collaboration abilities.
Extensive experience automating employee onboarding and offboarding workflows.
Hands-on leader who actively engages in frontline IT support operations.

Hands-on experience deploying self-service IT portals, AI-driven IT support automation, and workflow optimization tools.
Solid understanding of ITIL best practices and compliance standards, including SOC 2 and ISO 27001.
Proficient with ITSM systems such as Jira or equivalent platforms.

Benefits and Perks:

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position does not offer sponsorship.

#LI-JM1

REF: JOB-4485