AI-Enabled Service Desk Manager

V2X•UNAVAILABLE, UNAVAILABLE

6d•Onsite

About The Position

The AI-Enabled Service Desk Manager leads the daily operations and continuous improvement of the enterprise IT Service Desk, serving as the operational bridge between human support technicians and intelligent automation workflows. This role ensures high-quality technical support while optimizing IT service delivery through agentic AI, self-service capabilities, and platform integrations. Operating within an AI-First IT model, this manager will build toward a self-adapting support environment where automated systems dynamically resolve end-user issues, allowing human technicians to focus on complex escalations and continuous service improvement.

Requirements

Bachelor's degree in Information Technology (IT), Computer Science or related field or an equivalent combination of education and experience from which comparable knowledge and job skills can be obtained. (One year related experience may be substituted for one year of education, if degree is required)
Minimum 5 years of IT Service Desk, Call Center, or IT Support experience, including leadership or supervisory responsibilities; 8-10 years’ experience preferred.
US Citizenship.
Hands-on experience with ServiceNow ITSM, including Virtual Agent, workflow automation, and service portal optimization.
Strong understanding of ITIL-based service management practices (ITIL Foundation or V4 certification preferred).
Experience managing or supporting an IVR system and integrating telephony/omnichannel platforms with ticketing systems.
Familiarity with identity and access management platforms (e.g., Okta, Microsoft Entra ID) and Zero Trust device posture requirements.
Demonstrated ability to drive data-driven decision making, process improvement, and cross-team collaboration in a fast-paced, scaling environment.

Nice To Haves

ITIL Foundation or V4 certification preferred.

Responsibilities

Manages Service Desk technicians supporting enterprise users across multiple locations while simultaneously overseeing the performance of deployed AI agents and virtual support tools.
Manages ServiceNow ticket workflows, omnichannel support operations, and quality assurance programs for both human and AI-driven interactions.
Supports an enterprise environment adhering to Zero Trust architecture principles and integrated identity management systems.
Supervise and guide Service Desk technicians to ensure high-quality support and adherence to service level agreements (SLAs).
Monitor ticket queues and operational dashboards to maintain efficiency, utilizing AIOps and telemetry data to proactively identify and remediate systemic issues before they impact end-users.
Serve as an escalation point for complex technical issues and anomalous AI agent behaviors.
Foster a collaborative, forward-thinking team culture that prioritizes responsiveness and embraces intelligent automation to eliminate manual toil.
Partner with IT teams to improve the omnichannel support experience including phone, chat, service portal, and automated AI support channels.
Conduct regular call monitoring and quality assurance reviews to evaluate technical accuracy and customer service delivery for human technicians.
Establish and monitor human oversight thresholds for agentic AI resolutions, ensuring automated workflows maintain high accuracy and explicitly address user needs.
Analyze IVR metrics, call flow data, and virtual agent interactions to improve routing efficiency, reduce wait times, and enhance the caller experience.
Partner with ServiceNow administrators and developers to optimize workflows, forms, automation, and enterprise platform integrations.
Implement automation and knowledge-driven support capabilities to autonomously resolve Tier 1 requests, reducing recurring incidents and overall ticket volume.
Ensure proper ticket documentation, categorization, and data integrity to support accurate reporting and continuous machine learning improvements for virtual agents.
Identify trends in incidents and service requests to proactively create and update knowledge articles, ensuring content is accurate and optimized for both end-user consumption and AI model grounding.
Implement best practices aligned with ITIL service management frameworks and Zero Trust access controls.
Produce operational reports and dashboards highlighting service desk performance, AI workload resolution rates, and service improvement initiatives for executive leadership.