AI-Driven Service Desk & Infrastructure Ops Director

V2X; United States; Remote; USD 185,000 - 205,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement plan

Life insurance, AD&D, and disability

Wellness programs

Paid time off

Learning and Development resources

Employee assistance resources

Job summary

V2X is seeking a seasoned IT Operations leader to drive a global IT Service Desk and AI-enabled support architectures. You will optimize end-user experiences across omnichannel channels, lead AI-driven workflows, and manage endpoint lifecycles with secure, IaC-backed deployments.

You will guide a diverse engineering team, implement AI-ready infrastructure, and ensure compliance with Zero Trust and SASE frameworks while delivering measurable service improvements and cost efficiencies.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or related field, or equivalent experience.
• 10–12 years of progressive IT operations/leadership experience.
• 5+ years in senior or lead technical leadership roles.

Responsibilities

• Lead daily IT Service Desk operations and drive AI-enabled improvements across Tier 1 and 2 support.
• Architect and manage AI-ready endpoints and devices with zero-touch provisioning.
• Steer infrastructure modernization, cloud migration, and Zero Trust policy automation.
• Oversee a diverse team of service desk supervisors, endpoint admins, and infrastructure engineers, with metrics reporting to executives.

Skills

ITSM

IVR

Omnichannel support

ServiceNow

AI workflows

Endpoint administration

Zero Trust

SASE

IaC

PowerShell/Python scripting

Team leadership

Communication to executives

Education

Bachelor’s degree in IT/CS/Systems Engineering

Tools

VMware

Hyper-V

Azure AD

InTune

Azure VDI

Job description

V2X is seeking a seasoned IT Operations leader to drive a global IT Service Desk and AI-enabled support architectures. You will optimize end-user experiences across omnichannel channels, lead AI-driven workflows, and manage endpoint lifecycles with secure, IaC-backed deployments.

You will guide a diverse engineering team, implement AI-ready infrastructure, and ensure compliance with Zero Trust and SASE frameworks while delivering measurable service improvements and cost efficiencies.