Assistant Director, AI & Service Innovation

asu; Tempe (AZ); Hybrid; USD 77,000 - 94,000; Full time

Benefits offered by this job

Professional development

Tuition reduction

Flexible work options

Job summary

ASU is seeking an IT Support Manager 2 to lead AI and automation initiatives within the ASU Experience Center and Deskside Services. You will plan, develop, and manage programs, with emphasis on governance, transparency, and human oversight.

The role includes managing cross-functional teams, mentoring staff, and driving continuous improvement in adoption and performance of AI tools, while maintaining inclusion and culture across the organization.

Qualifications

• Bachelor's degree and five years of experience including two years in a managerial role.
• Any equivalent combination of experience or training achieving comparable knowledge and abilities.

Responsibilities

• Leads AI and automation initiatives across the Experience Center and Deskside Services.
• Manages resources and staff supporting AI and automation programs.
• Ensures policies, procedures and data privacy requirements are followed.

Skills

Leadership

People management

Education

Bachelor's degree

Job description

Job Profile

IT Support Manager 2

Job Family: IT Support Services

Time Type: Full time

Minimum Qualifications

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description

Under the direction of the Senior Director of the ASU Experience Center, performs work in planning, developing, and managing artificial intelligence (AI) and automation initiatives across the Experience Center and Deskside Services. Leads the strategy, governance, and operational integration of AI-enabled tools and automation platforms that expand service capacity while preserving trust, transparency, and human oversight. Manages resources and staff supporting AI and automation programs.

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

What's in it for you

• Access to professional development and hands‑on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

Flexible work options may be available after successfully completing the initial 90- day training period.

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Salary

Salary: $85,700 per year

Essential Duties

• Leads the design, deployment, and governance of AI and automation initiatives across the Experience Center and Deskside Services, including conversational AI, proactive outreach, and workflow automation tools.
• Manages resources and cross‑functional teams to accomplish AI and automation goals and strategic initiatives.
• Mentors staff, promotes collaboration and engagement, provides team leadership, contributes to leadership initiatives, and drives continuous improvement in the adoption and performance of AI and automation tools.
• Resolves complex problems involving multiple constituents by embracing challenges, managing conflict, streamlining processes, and building relationships across Enterprise Technology and academic/business units.
• Responsible for acquisition, interviewing, and hiring of employees and contract personnel supporting AI and automation functions.
• Ensures AI, IT, and automation policies, procedures, and security/data privacy measures are followed within the unit, and complies with current University policies for IT and AI practices, including FERPA and data governance requirements.
• Manages the pipeline of AI and automation requests from the Experience Center and Deskside Services; facilitates collaborative discussions, distills and prioritizes requirements into programs of tactical and strategic work.
• Oversees the integration and implementation of
• AI and automation capabilities across enterprise tools, platforms and systems to streamline workflows, enhance service delivery, imag…
• Partners with academic and business units to identify opportunities for AI and automation that improve service delivery, operational efficiency, and the student, staff, and faculty experience.
• Works closely with the senior leadership in defining goals, initiatives, and governance frameworks for AI and automation across the unit.
• Evaluates the effectiveness of AI and automation initiatives, providing reports, performance metrics (e.g., containment rate, handle time, and customer satisfaction), and special statistical reports, surveys, or analyses of a complex and difficult nature for executive leadership.
• Interprets data and analytics from AI and automation platforms, analyzes trends and reports, and recommends and/or initiates actions to be taken to improve service outcomes and trust in AI-enabled support.
• Champions responsible, human-centered AI design practices that maintain transparency, human oversight, and accountability in automated interactions.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the