[Hiring] Director of AI-Enabled Service Desk & Technical Operations @V2X

Role Description

The Director of AI-Enabled Service Desk & Technical Operations is a senior technical leadership role responsible for overseeing Tier 1 and Tier 2 technical support, endpoint administration, and infrastructure engineering. In the AI-First IT model, infrastructure is no longer static and human-managed — it is dynamic, AI-optimized, and self-adapting. This leader will drive the deployment of Zero Trust architecture, oversee unified endpoint management, and build a resilient operational environment by leveraging agentic AI and intelligent automation. The Director will optimize IT service delivery, eliminate manual toil, and ensure seamless omnichannel support for both human users and intelligent agents operating as first-class workloads.

Responsibilities

• Service Desk Operations & AI Support Integration
  • Lead the daily operations and continuous improvement of the enterprise IT Service Desk, ensuring high-quality technical support and service excellence across Tier 1 and Tier 2.
  • Leverage ServiceNow and integrated enterprise platforms to improve operational efficiency, reducing ticket volume through advanced knowledge management and automation.
  • Implement AI-driven workflows and self-service capabilities to deliver a seamless omnichannel support experience, including phone, virtual agent chat, and automated support channels.
  • Integrate telemetry data into the AIOps platform to support intelligent operations, anomaly detection, and proactive automated remediation.
  • Build toward a self-adapting support model where AI systems can dynamically adjust and resolve end-user issues in response to real-time demand signals with appropriate human oversight.
• Endpoint Administration & AI-Ready Infrastructure
  • Provide engineering, development, and administration of the company’s endpoint platforms, including Microsoft InTune, Azure VDI Desktops, and Mobile Data Management (MDM) platforms such as Google MDM, JAMF and Automox.
  • Implement the architecture for AI-ready endpoints, ensuring devices are provisioned to host on-device AI agents, local LLM inference, and edge AI processing workloads.
  • Build observability capabilities to monitor AI agents running on endpoints, tracking resource consumption, enforcing policies, and detecting anomalous behavioral patterns.
  • Drive the automation of the full device lifecycle, including zero-touch provisioning, onboarding, offboarding, and AI agent lifecycle management.
• Infrastructure Engineering & Zero Trust Security
  • Lead the execution of data center modernization, cloud migration, cross-platform integration, and other transformational engineering activities.
  • Lead the enterprise-wide execution and adoption of a Zero Trust Network Access (ZTNA) framework aligned to NIST 800-207 and CMMC compliance requirements.
  • Collaborate with security teams to extend Endpoint Detection and Response (EDR) monitoring to detect unauthorized model access or anomalous AI agent behavior.
  • Oversee infrastructure configuration and policy automation using Infrastructure-as-Code (IaC), Self-healing networks, and DevSecOps technologies.
• Team Leadership & Automation Strategy
  • Manage a diverse team of Service Desk supervisors, endpoint system administrators, and infrastructure engineers.
  • Champion infrastructure and endpoint automation using Ansible, Terraform, and scripting (PowerShell, Python) to eliminate manual configuration and manage drift.
  • Produce operational reports highlighting service desk performance, AI workload health, patch compliance, and vulnerability remediation velocity for executive leadership.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or a related field, or an equivalent combination of education and experience providing comparable knowledge and skills. One year of related experience may substitute for one year of required education.
• 10-12 years of progressive experience in IT operations, service desk leadership, network engineering, or endpoint administration.
• Minimum of 5 years of experience in a senior or lead technical leadership capacity.

Requirements

• Hands-on experience with ServiceNow ITSM, IVR telephony tools, and omnichannel service management practices (ITIL-based).
• Deep expertise in virtualization (VMWare, Hyper-V), Windows 10/11 administration, Office 365, Azure AD PIM, and Azure VDI.
• Strong understanding of AI workload network requirements (low-latency inference, agent-to-agent traffic) and AI-ready device architecture (NPU management, edge compute provisioning).
• Proven history of managing large-scale automation, orchestration tools, and Infrastructure-as-Code methodologies.
• Expertise in Zero Trust frameworks, Secure Access Service Edge (SASE) architecture, and identity management platforms (Okta, Entra).
• Excellent communication skills with the ability to present complex technical risks and AI strategy to executive audiences.

Benefits

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