AI-Driven IT Service Desk Leader

V2X, Inc.; Northern (KY); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Healthcare coverage

Life insurance

AD&D

Disability benefits

Retirement plan

Wellness programs

Paid time off

Learning and Development resources

Employee assistance resources

Job summary

V2X, Inc. is seeking an AI-enabled Service Desk Manager to lead enterprise IT support and optimize automation. You will bridge human technicians with intelligent workflows, manage ServiceNow ITSM, and drive continuous improvement across AI and human agents.

The role emphasizes omnichannel support, data-driven decisions, and strong collaboration within a global enterprise environment. US citizenship is required.

Qualifications

• Bachelor's degree in IT, CS or related field or equivalent experience.
• 5+ years in IT Service Desk, Call Center, or IT Support with leadership experience.
• US Citizenship required.
• Experience with ServiceNow ITSM, IVR, and identity management.

Responsibilities

• Oversee Service Desk operations and AI integration to meet SLAs.
• Manage omnichannel support, quality assurance, and AI-driven workflows.
• Collaborate with ServiceNow admins to optimize automation and portals.
• Monitor metrics, drive continuous improvement, and document knowledge.
• Ensure Zero Trust compliance and secure access controls.

Skills

Service desk leadership

AI integration

Omnichannel support

Data-driven decision making

Education

Bachelor's degree in IT/CS or related

Tools

ServiceNow ITSM

Okta / Entra ID

IVR systems

Zero Trust tooling

Job description

V2X, Inc. is seeking an AI-enabled Service Desk Manager to lead enterprise IT support and optimize automation. You will bridge human technicians with intelligent workflows, manage ServiceNow ITSM, and drive continuous improvement across AI and human agents.

The role emphasizes omnichannel support, data-driven decisions, and strong collaboration within a global enterprise environment. US citizenship is required.