AI Service Desk Manager
Job Summary
Leading the daily operations of the enterprise IT Service Desk, the full-time remote AI Service Desk Manager will ensure high-quality technical support while optimizing service delivery through intelligent automation and self-service capabilities.
Key Responsibilities
- Supervise Service Desk technicians and oversee the performance of AI agents, ensuring adherence to service level agreements (SLAs)
- Monitor operational dashboards and ticket queues to proactively identify and resolve systemic issues impacting end-users
- Partner with IT teams to enhance the omnichannel support experience and conduct quality assurance reviews for service delivery
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience
- Minimum 5 years of IT Service Desk or IT Support experience, with leadership responsibilities preferred
- Hands-on experience with ServiceNow ITSM, including workflow automation and service portal optimization
- Strong understanding of ITIL-based service management practices, with ITIL certification preferred
- Familiarity with identity and access management platforms and Zero Trust architecture principles
Complete Job Description
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