AI-Native Service Desk Manager
AI-Native Service Desk Manager
About the Role
We're building a managed service provider where AI agents handle the bulk of frontline IT work, and humans run the system that makes that possible. We're looking for a Service Desk Manager who can operate in that environment: someone who understands traditional service desk fundamentals but is excited to lead a desk where autonomous agents resolve a growing share of tickets, and the manager's job shifts from queue-watching to orchestration, escalation design, and continuous improvement.
This isn't a legacy ITSM role with an "AI initiative" bolted on. The AI is the operating model.
What You'll Do
Own day-to-day service desk operations, hitting SLA, CSAT, and resolution-time targets across a hybrid human and AI workforce
Manage and develop a team of service desk engineers, defining where humans add the most value as autonomous resolution rates climb
Design and refine escalation paths between AI agents and human engineers, deciding what agents handle end-to-end, what gets handed off, and how
Monitor agent performance the way you'd manage a team: accuracy, deflection, false escalations, and customer experience
Partner with engineering and product to identify automation gaps and feed real ticket data back into agent improvement
Run reporting and analytics on desk health, autonomous resolution rate, and trend lines that inform staffing and roadmap
Own incident communication and major-incident coordination
What We're Looking For
5+ years in service desk or IT support, with 2+ years managing a team
Strong grounding in ITSM fundamentals (ITIL concepts, ticketing, SLA management, escalation design)
Comfort with metrics and data. You reason about operations through dashboards, not gut feel
Genuine curiosity about AI/automation in IT operations; bonus if you've worked alongside AI tooling or agents
Clear communicator who can manage both a team and customer relationships
Based in or near Raleigh and able to be onsite 3 days/week
Nice to Have
Experience in healthcare or a regulated industry