AI-Driven Helpdesk & Onboarding Experience Lead

Autonomous Solutions; Logan (UT); On-site; USD 120,000 - 160,000; Full time

Job summary

Autonomous Solutions, Inc. (ASI) is seeking a Helpdesk Experience Manager to own all touchpoints with technology for ASI employees—from offer to departure.

You will modernize onboarding, automate provisioning, and scale the helpdesk, SaaS, and device programs as our team grows beyond 700+ employees. You will report to the VP of Information Systems and partner with HR, Finance, and Security to drive outcomes, implement AI triage, manage vendor relationships, and maintain high SLA standards across

Qualifications

• 7+ years in IT service management, helpdesk, or SaaS/ops roles.
• Experience leading an IT support or helpdesk team with SLA targets.
• Hands-on SaaS administration across identity, productivity, collaboration, and business tools.
• Experience designing onboarding and offboarding workflows.
• Strong knowledge of IAM, SSO, MFA, and lifecycle automation.

Responsibilities

• Own and improve the end-to-end onboarding experience to accelerate Day 1 productivity.
• Automate provisioning/deprovisioning workflows to minimize manual onboarding.
• Lead the helpdesk team and set SLA standards and a strong service culture.
• Deploy AI-powered L1 triage to resolve routine tickets quickly.
• Manage device lifecycle from procurement to retirement.
• Build a self-service portal to reduce ticket volumes.
• Oversee SaaS portfolio, license governance, renewals, and usage.
• Establish SaaS governance including tools, procurement, and shadow IT policy.

Skills

IT service management

Helpdesk leadership

SaaS administration

Identity & access management

Onboarding workflows

SSO / MFA implementation

Cross-functional partnership

Data-driven service management

Education

Bachelor's degree in IT or related field

Tools

Jamf

Intune

Job description

Autonomous Solutions, Inc. (ASI) is seeking a Helpdesk Experience Manager to own all touchpoints with technology for ASI employees—from offer to departure.

You will modernize onboarding, automate provisioning, and scale the helpdesk, SaaS, and device programs as our team grows beyond 700+ employees. You will report to the VP of Information Systems and partner with HR, Finance, and Security to drive outcomes, implement AI triage, manage vendor relationships, and maintain high SLA standards across