Apply Now

AI-Enabled Service Desk Manager

• Posted 21 hours ago • Updated 8 hours ago

Full Time

USD $140,000.00 - 200,000.00 per year

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

🔢 Crunching numbers...

Job Details

Skills

Logistics
Continuous Improvement
FOCUS
Service Level
Quality Assurance
Customer Service
Routing
Forms
Tier 1
Documentation
Data Integrity
Reporting
Machine Learning (ML)
Knowledge Management
Access Control
Dashboard
Artificial Intelligence
Information Technology
Computer Science
Service Desk
Call Center
Technical Support
Leadership
Supervision
ServiceNow
IT Service Management
Workflow
Web Portals
Optimization
Service Management
ITIL
Management
Interactive Voice Response
Telephony
Identity Management
Microsoft
Decision-making
Process Improvement
Collaboration
Health Care
Life Insurance
Training And Development
Innovation

Logistics
Continuous Improvement
FOCUS
Service Level
Quality Assurance
Customer Service
Routing
Forms
Tier 1
Documentation
Data Integrity
Reporting
Machine Learning (ML)
Knowledge Management
Access Control
Dashboard
Artificial Intelligence
Information Technology
Computer Science
Service Desk
Call Center
Technical Support
Leadership
Supervision
ServiceNow
IT Service Management
Workflow
Web Portals
Optimization
Service Management
ITIL
Management
Interactive Voice Response
Telephony
Identity Management
Microsoft
Decision-making
Process Improvement
Collaboration
Health Care
Life Insurance
Training And Development
Innovation

Summary

Overview

About Us

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $4.5B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Responsibilities

What You'll Do

The AI-Enabled Service Desk Manager leads the daily operations and continuous improvement of the enterprise IT Service Desk, serving as the operational bridge between human support technicians and intelligent automation workflows. This role ensures high-quality technical support while optimizing IT service delivery through agentic AI, self-service capabilities, and platform integrations. Operating within an AI-First IT model, this manager will build toward a self-adapting support environment where automated systems dynamically resolve end-user issues, allowing human technicians to focus on complex escalations and continuous service improvement.

Scope of Responsibility

Manages Service Desk technicians supporting enterprise users across multiple locations while simultaneously overseeing the performance of deployed AI agents and virtual support tools.
Manages ServiceNow ticket workflows, omnichannel support operations, and quality assurance programs for both human and AI-driven interactions.
Supports an enterprise environment adhering to Zero Trust architecture principles and integrated identity management systems.

Key Responsibilities

Service Desk Operations & AI Integration
- Supervise and guide Service Desk technicians to ensure high-quality support and adherence to service level agreements (SLAs).
- Monitor ticket queues and operational dashboards to maintain efficiency, utilizing AIOps and telemetry data to proactively identify and remediate systemic issues before they impact end-users.
- Serve as an escalation point for complex technical issues and anomalous AI agent behaviors.
- Foster a collaborative, forward-thinking team culture that prioritizes responsiveness and embraces intelligent automation to eliminate manual toil.
Omnichannel Support & Quality Assurance
- Partner with IT teams to improve the omnichannel support experience including phone, chat, service portal, and automated AI support channels.
- Conduct regular call monitoring and quality assurance reviews to evaluate technical accuracy and customer service delivery for human technicians.
- Establish and monitor human oversight thresholds for agentic AI resolutions, ensuring automated workflows maintain high accuracy and explicitly address user needs.
- Analyze IVR metrics, call flow data, and virtual agent interactions to improve routing efficiency, reduce wait times, and enhance the caller experience.
ServiceNow Platform & Automation Optimization
- Partner with ServiceNow administrators and developers to optimize workflows, forms, automation, and enterprise platform integrations.
- Implement automation and knowledge-driven support capabilities to autonomously resolve Tier 1 requests, reducing recurring incidents and overall ticket volume.
- Ensure proper ticket documentation, categorization, and data integrity to support accurate reporting and continuous machine learning improvements for virtual agents.
Continuous Service Improvement & Knowledge Management
- Identify trends in incidents and service requests to proactively create and update knowledge articles, ensuring content is accurate and optimized for both end-user consumption and AI model grounding.
- Implement best practices aligned with ITIL service management frameworks and Zero Trust access controls.
- Produce operational reports and dashboards highlighting service desk performance, AI workload resolution rates, and service improvement initiatives for executive leadership.

Qualifications

Minimum Qualifications

Education:
- Bachelor's degree in Information Technology (IT), Computer Science or related field or an equivalent combination of education and experience from which comparable knowledge and job skills can be obtained. (One year related experience may be substituted for one year of education, if degree is required)
Experience:
- Minimum 5 years of IT Service Desk, Call Center, or IT Support experience, including leadership or supervisory responsibilities; 8-10 years' experience preferred.
Other Requirements:
- ship.
Required Skills & Competencies:
- Hands-on experience with ServiceNow ITSM, including Virtual Agent, workflow automation, and service portal optimization.
- Strong understanding of ITIL-based service management practices (ITIL Foundation or V4 certification preferred).
- Experience managing or supporting an IVR system and integrating telephony/omnichannel platforms with ticketing systems.
- Familiarity with identity and access management platforms (e.g., Okta, Microsoft Entra ID) and Zero Trust device posture requirements.
- Demonstrated ability to drive data-driven decision making, process improvement, and cross-team collaboration in a fast-paced, scaling environment.

What We Bring

At V2X we strive to be market competitive in our total reward offerings.
The successful candidate's starting pay will be based on, but not limited to, their job-related skills, experience, qualifications, work location, and market conditions.
The following salary range is intended to display the value of the company's base pay compensation and may be modified at the discretion of the company.

USD $ 140,000 - 200,000
Provided salary range minimum and maximum values correspond to variances between regional/geographic locations across the United States.

Please speak with a recruiter for additional information.
Employee benefits include the following:

Healthcare coverage
Life insurance, AD&D, and disability benefits
Retirement plan
Wellness programs
Paid time off, including holidays.
Learning and Development resources
Employee assistance resources

Pay and benefits are subject to change at any time and may be modified at the discretion of the company, consistent with the terms of any applicable compensation or benefit plans.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90888093
Position Id: 1e858f06ebb08fa23f920767f13f21f9
Posted 21 hours ago

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Sr. Manager, Service Desk

Houston, Texas

•

Today

Salary: Depends on Qualifications Location : Houston, TX Job Type: Regular Full-time Job Number: 17232 Department: Universal Services Opening Date: 09/16/2026 Closing Date: 10/17/2026 11:59 PM Central Max Number of Applicants: 100 Position Description About Harris County and Universal Services: Harris County Universal Services is transforming the way the County does business and seeking a Sr. Manager, Service Desk to join our team. Universal Services is the enterprise IT solutions center for th

Full-time

Manager, IT Service Desk

New York, New York

•

Today

Description Position at MTA Headquarters JOB TITLE: Manager, IT Service Desk SALARY RANGE: $160,963 - $189,990 DEPT/DIV: Information Technology SUPERVISOR: Director, IT Service Desk LOCATION: 2 Broadway, New York, NY 10004 HOURS OF WORK: 9:00 am - 5:30 pm (7.5 hours/day) or as required This position is eligible for teleworking, which is currently 2 days per week. New hires are eligible to apply 30 days after their effective date of hire. Opening: The Metropolitan Transportation Author

Full-time

USD 160,963.00 - 189,990.00 per year

Service Desk Manager - Hybrid - W2 - Contract/Contract to Hire

Houston, Texas

•

4d ago

Description The Service Desk Manager will initially assess the current environment, ticket queue, processes, documentation, and support practices and develop a practical plan for improvement. This individual will be responsible for building and developing the Service Desk team, establishing consistent operating practices, improving ticket management and escalation procedures, and creating a reliable support experience that encourages employees to effectively utilize IT support services. The ri

Full-time

IT Service Desk Manager

Minneapolis, Minnesota

•

9d ago

IT Service Desk Manager Quick Summary Our client is seeking an experienced IT Service Desk Manager to lead day-to-day Service Desk operations and a team of approximately six technicians and student workers. This is a hands-on leadership role for someone who can effectively manage people, ticket workflows, escalations, and customer relationships while keeping support operations running smoothly. The ideal candidate will be visible and approachable, comfortable handling difficult customer situatio

Easy Apply

Contract

Depends on Experience

Search all similar jobs