AI-Driven Director, IT Service Desk & End-User Experience

Apex Systems; United States; Híbrido; USD 140 000 - 200 000; Tempo integral

Resumo da oferta

Apex Systems is seeking a Director of IT Service Desk and End-User Support to lead IT support for about 2,000 employees. The role centers on delivering a fast, self-service focused experience, including AI-guided service enhancements.

On-site four days weekly, you will drive ITIL-based operations and strategic initiatives across the service desk and end-user computing. You will lead a team of ~24 professionals, oversee incident and deployment management, MDM, DEX telemetry, and the end-user

Qualificações

• Bachelor’s degree in MIS/CS/IT or related field, or 7+ years IT support.
• 5+ years leading a service desk at scale.
• Deep experience with ITSM platforms and ITIL v4 service-operations.
• Hands-on endpoint and mobile device management experience.
• Strong AI adoption and technical implementation in a service desk.
• Knowledge base and self-service program experience.
• Automation experience for onboarding workflows.
• ITIL v4 Foundation certification.

Responsabilidades

• Operate the Service Desk per ITIL 4 as single point of contact for intake, first response, and Tier-1 incident handling.
• Manage incident management (Tier-1/Tier-2) and service request fulfillment for end-user requests.
• Oversee deployment management for end-user devices (imaging, provisioning, lifecycle, patching, end-of-life).
• Administer AV and conference-room technology and end-user knowledge base/self-service catalog.
• Lead MDM and mobile app provisioning; own DEX telemetry and proactive self-healing remediation.
• Govern AI support copilot and first-line AI self-service initiatives; lead a ~24-person team.
• Drive key projects: AI service desk implementation, passwordless recovery, zero-touch automation.

Conhecimentos

Leadership

ITIL v4

ITSM platforms

End-user support

AI in service desk

Automation

MDM

Knowledge base

Formação académica

Bachelor’s degree in MIS/CS/IT or related field

Ferramentas

MDM (Mobile Device Management)

DEX tooling

Self-service knowledge base tools

Descrição da oferta de emprego

Apex Systems is seeking a Director of IT Service Desk and End-User Support to lead IT support for about 2,000 employees. The role centers on delivering a fast, self-service focused experience, including AI-guided service enhancements.

On-site four days weekly, you will drive ITIL-based operations and strategic initiatives across the service desk and end-user computing. You will lead a team of ~24 professionals, oversee incident and deployment management, MDM, DEX telemetry, and the end-user