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
AI Service Desk Manager in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.