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