Director of AI Service Desk Operations
Job Summary
Leading a team of technical professionals, the remote Director of AI-Enabled Service Desk & Technical Operations will oversee Tier 1 and Tier 2 support, drive AI integration into service delivery, and implement a Zero Trust security framework while optimizing IT operations.
Key Responsibilities:
- Manage daily operations of the IT Service Desk, ensuring high-quality technical support and continuous improvement
- Implement AI-driven workflows and self-service capabilities to enhance omnichannel support experiences
- Lead infrastructure engineering initiatives, including cloud migration and Zero Trust security adoption
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience
- 10-12 years of experience in IT operations, with at least 5 years in a senior technical leadership role
- Hands-on experience with ServiceNow ITSM and omnichannel service management practices
- Expertise in virtualization technologies and AI-ready device architecture
- Proven experience with automation tools and Zero Trust frameworks
Complete Job Description
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