AI Service Desk Lead - Operations & Dashboards

Accenture PLC; Oregon; Hybrid; USD 81,000 - 155,000; Full time

Job summary

Accenture Federal Services is seeking a leader to oversee a small IT AI Operations team responsible for monitoring and improving AI capabilities supporting the AI Service Desk. You will build and refine dashboards, create operational processes, and drive enhancements from design to implementation across cross-functional teams.

The role emphasizes independent project delivery, collaboration with leadership, and continuous learning to stay ahead of AI deployment trends and Service Desk solutions.

Qualifications

• Strong critical thinking and process optimization skills.
• Experience creating, managing, monitoring and enhancing reporting and dashboards (ServiceNow, Claude Code or other tools).
• Intermediate or advanced Microsoft Excel skills.
• Experience analyzing large data sets and drawing actionable insights.
• Ability to collaborate with senior leadership and cross-functional teams.
• Experience leading a small team.
• Familiarity with project management methodologies.
• Ability to drive work in small incremental steps and maintain focus.

Responsibilities

• Create and enhance reporting and dashboards for AI Service Desk capabilities.
• Manage operational processes for AI Service Desk outputs.
• Lead enhancement opportunities from design through implementation with cross-team collaboration.
• Stay updated with AI tech and Service Desk advancements.
• Mentor a small team while coordinating with a larger operations group.
• Drive projects from initiation to completion with a continuous improvement mindset.
• Ensure timely delivery of operational support for AI initiatives.

Skills

Critical thinking

Dashboards & reporting

Excel proficiency

Data analysis

Collaboration with leadership

Leading a small team

Project management understanding

Independent work

Continuous improvement mindset

Problem solving

Tools

ServiceNow

Claude Code

Job description

Accenture Federal Services is seeking a leader to oversee a small IT AI Operations team responsible for monitoring and improving AI capabilities supporting the AI Service Desk. You will build and refine dashboards, create operational processes, and drive enhancements from design to implementation across cross-functional teams.

The role emphasizes independent project delivery, collaboration with leadership, and continuous learning to stay ahead of AI deployment trends and Service Desk solutions.