AI-Enabled Service Desk & IT Operations Director

V2X, Inc.; United States; On-site; USD 185,000 - 205,000; Full time

Benefits offered by this job

Competitive total rewards

Salary range transparency

Job summary

V2X, Inc. is seeking a Director of AI-Enabled Service Desk & Technical Operations in the United States.

You will lead Tier 1/2 support, endpoint administration, and infrastructure engineering in an AI-first IT model, deploying Zero Trust architecture and AI-powered automation across omnichannel channels for human users and AI workloads. You will helm a team of service desk supervisors, endpoint admins, and engineers, driving modernization, telemetry, and proactive remediation while ensuring

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/Systems Engineering.
• 10-12 years of progressive IT operations experience; minimum 5 years in a senior/lead technical leadership role.
• Hands-on experience with ServiceNow ITSM, IVR telephony tools, and omnichannel service management (ITIL-based).
• Expertise in virtualization (VMware/Hyper-V), Windows 10/11, Office 365, Azure AD PIM, and Azure VDI.
• Strong understanding of AI workload network requirements and AI-ready device architecture.
• Proven history of large-scale automation, orchestration tools, and Infrastructure-as-Code methods.
• Expertise in Zero Trust frameworks, SASE, and identity platforms (Okta/Entra).
• Excellent communication skills for presenting risks and AI strategy to executives.

Responsibilities

• Oversee Tier 1 and 2 help desk and endpoint administration; drive AI-enabled efficiency.
• Lead AI-driven workflows, omnichannel support, and self-service capabilities.
• Guide infrastructure engineering, Zero Trust security, and IaC automation.
• Manage a diverse team of service desk, endpoint, and infrastructure engineers.

Skills

ServiceNow ITSM

IVR/Omnichannel

Virtualization

Windows Admin

Azure VDI

AI Workload Networking

IaC & Automation

Zero Trust & SASE

Education

Bachelor’s degree in IT/CS/Systems Eng or related field

10-12 years IT operations + 5+ years leadership

Job description

V2X, Inc. is seeking a Director of AI-Enabled Service Desk & Technical Operations in the United States.

You will lead Tier 1/2 support, endpoint administration, and infrastructure engineering in an AI-first IT model, deploying Zero Trust architecture and AI-powered automation across omnichannel channels for human users and AI workloads. You will helm a team of service desk supervisors, endpoint admins, and engineers, driving modernization, telemetry, and proactive remediation while ensuring