AI-NativeServiceDeskManager

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