Director AI-Enabled Service Desk & Technical Operations

V2X•UNAVAILABLE, UNAVAILABLE

12d

About The Position

The Director of AI-Enabled Service Desk & Technical Operations is a senior technical leadership role overseeing Tier 1 and Tier 2 technical support, endpoint administration, and infrastructure engineering. The role advances an AI-first IT model in which infrastructure is dynamic, AI-optimized, and self-adapting. The Director drives Zero Trust architecture, unified endpoint management, resilient operations using agentic AI and intelligent automation, and improved IT service delivery for human users and intelligent agents. The Director leads enterprise service desk operations and AI support integration; engineers and administers endpoint platforms and AI-ready infrastructure; leads infrastructure modernization, cloud migration, and Zero Trust security; and manages service desk, endpoint, and infrastructure teams. The role also champions automation and provides executive reporting on service desk performance, AI workload health, patch compliance, and vulnerability remediation.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or a related field, or an equivalent combination of education and experience. One year of related experience may substitute for one year of required education.
10–12 years of progressive experience in IT operations, service desk leadership, network engineering, or endpoint administration.
At least 5 years of experience in a senior or lead technical leadership capacity.
Hands-on experience with ServiceNow ITSM, IVR telephony tools, and ITIL-based omnichannel service management practices.
Deep expertise in virtualization (VMware, Hyper-V), Windows 10/11 administration, Office 365, Azure AD PIM, and Azure VDI.
Strong understanding of AI workload network requirements, including low-latency inference and agent-to-agent traffic, and AI-ready device architecture, including NPU management and edge compute provisioning.
Proven history managing large-scale automation, orchestration tools, and Infrastructure-as-Code methodologies.
Expertise in Zero Trust frameworks, SASE architecture, and identity management platforms such as Okta and Entra.
Excellent communication skills and ability to present complex technical risks and AI strategy to executive audiences.
U.S. citizenship.
Ability to obtain and maintain a U.S. Secret Clearance.

Responsibilities

Lead daily operations and continuous improvement of the enterprise IT Service Desk, delivering Tier 1 and Tier 2 support.
Use ServiceNow and integrated enterprise platforms to improve efficiency and reduce ticket volume through knowledge management and automation.
Implement AI-driven workflows and self-service across phone, virtual agent chat, and automated support channels.
Integrate telemetry into the AIOps platform to enable intelligent operations, anomaly detection, and proactive automated remediation.
Develop a self-adapting support model in which AI systems respond to real-time demand and resolve end-user issues with appropriate human oversight.
Engineer, develop, and administer endpoint platforms, including Microsoft InTune, Azure VDI Desktops, and MDM platforms such as Google MDM, JAMF, and Automox.
Design AI-ready endpoints that can host on-device AI agents, local LLM inference, and edge AI workloads.
Build observability for endpoint AI agents, monitoring resource consumption, enforcing policies, and detecting anomalous behavior.
Automate the full device lifecycle, including zero-touch provisioning, onboarding, offboarding, and AI agent lifecycle management.
Lead data center modernization, cloud migration, cross-platform integration, and other transformational engineering activities.
Lead enterprise execution and adoption of a Zero Trust Network Access framework aligned with NIST 800-207 and CMMC requirements.
Collaborate with security teams to extend EDR monitoring to detect unauthorized model access or anomalous AI agent behavior.
Oversee infrastructure configuration and policy automation using Infrastructure-as-Code, self-healing networks, and DevSecOps technologies.
Manage Service Desk supervisors, endpoint system administrators, and infrastructure engineers.
Promote infrastructure and endpoint automation using Ansible, Terraform, PowerShell, and Python to eliminate manual configuration and manage drift.
Produce executive operational reports covering service desk performance, AI workload health, patch compliance, and vulnerability remediation velocity.