AI-Driven Service Desk Leader | ITIL & Automation

V2X Inc; United States; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Healthcare coverage

Life insurance & disability benefits

Retirement plan

Wellness programs

Paid time off & holidays

Learning & development resources

Employee assistance resources

Job summary

V2X Inc. is seeking an AI-Enabled Service Desk Manager to lead the enterprise IT Service Desk and orchestrate AI-driven automation within an ITIL-aligned framework.

You will oversee ServiceNow workflows, omnichannel channels, and QA for both human and AI interactions, ensuring high-quality support and proactive improvement across locations. You will manage AI agents, drive SLAs, and champion knowledge management while advancing a zero-trust identity program and seamless integration with

Qualifications

• Bachelor's degree in Information Technology, Computer Science or related field or equivalent experience.
• Minimum 5 years IT Service Desk or IT support with leadership; 8–10 years preferred.
• US Citizenship required.

Responsibilities

• Lead daily operations of the enterprise IT Service Desk with AI integration.
• Oversee ServiceNow workflows, omnichannel support, and QA for human and AI interactions.
• Manage AI agents and ensure SLAs, process improvements, and knowledge management.
• Support Zero Trust architecture and identity management integrations.
• Drive data‑driven decisions and cross‑team collaboration in a fast‑paced environment.

Skills

ServiceNow ITSM

ITIL Practices

IVR System Experience

Identity & Access Mgmt

Zero Trust

Data-driven Decisions

Cross-team Collaboration

Education

Bachelor's degree in IT / CS

Tools

Okta

Microsoft Entra ID

Telephony/IVR Integration

Job description

V2X Inc. is seeking an AI-Enabled Service Desk Manager to lead the enterprise IT Service Desk and orchestrate AI-driven automation within an ITIL-aligned framework.

You will oversee ServiceNow workflows, omnichannel channels, and QA for both human and AI interactions, ensuring high-quality support and proactive improvement across locations. You will manage AI agents, drive SLAs, and champion knowledge management while advancing a zero-trust identity program and seamless integration with