AI Operations Team Lead

Accenture Federal Services•Washington, DC

2d•$70,000 - $70,000

About The Position

The AI Operations Team Lead oversees a small IT AI Operations team that monitors and improves AI capabilities supporting the Accenture Federal Services Service Desk. The role develops and enhances operational processes and builds a deep understanding of the corporate knowledge repository that underpins Service Desk AI tools. The lead coordinates daily team activities, sets priorities, ensures operational goals are met, and collaborates with a broader operational group. The position creates actionable reporting and dashboards, uses their outputs to manage operational processes, and drives AI solution enhancements from design through implementation. It works closely with technical teams implementing Service Desk capabilities and functional teams that understand the support areas served by AI. The role also leads and mentors one direct report, manages projects independently, applies continuous improvement and process excellence, stays informed about AI trends and AFS-specific deployments, and escalates issues appropriately. The posting gives a base pay range of $70,000–$70,000 USD for specified states and the District of Columbia. Accenture Federal Services offers benefits, but specific benefits are not listed in the posting.

Requirements

Strong critical-thinking and process-optimization skills.
Experience creating, managing, monitoring, and enhancing reports and dashboards, potentially using ServiceNow, Claude Code, or other tools.
Intermediate or advanced Microsoft Excel skills.
Experience analyzing large data sets.
Ability to collaborate with leadership and other teams.
Experience leading and mentoring a small team.
Familiarity with project management methodologies.
Ability to make progress through focused, incremental work.
Continuous-improvement mindset.
Ability to work independently.
Problem-solving mindset and adaptability.

Nice To Haves

Exposure to process improvement methodologies such as Lean or Six Sigma.
Experience with IT service management platforms such as ServiceNow.
Understanding of AI deployment components, including Virtual Agent, Voice AI, workflow automation tools, and performance monitoring solutions.

Responsibilities

Create and enhance reporting and dashboards for AI Service Desk capabilities, making them actionable and identifying improvement opportunities.
Create and manage operational processes for AI Service Desk capabilities based on dashboard and reporting outputs.
Drive AI solution enhancements from design through implementation, working with other teams or completing work within the team.
Work closely with technical teams implementing new Service Desk capabilities to stay current on technical advancements.
Work closely with functional teams to understand support areas served by monitored AI solutions.
Make regular, incremental improvements to AI operations.
Lead and mentor a small team, including one direct report, while collaborating with a larger operational group.
Drive projects and activities independently from initiation through completion.
Apply critical thinking and process excellence to optimize operational workflows.
Continuously learn about new AI technologies and AFS deployments, and adapt to technology and operational changes.
Ensure effective project management and timely delivery of operational support for AI initiatives.
Maintain general awareness of AI trends and AFS-specific AI solutions.
Escalate issues appropriately to leadership.