Director, AI-Driven IT Service Desk & Ops

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

Benefits offered by this job

Healthcare coverage

Retirement plan

Life insurance

AD&D and disability benefits

Wellness programs

Paid time off

Learning and Development resources

Employee assistance resources

Job summary

V2X Inc. is seeking a Director of AI-Enabled Service Desk & Technical Operations to lead Tier 1/2 support, endpoint administration, and infrastructure engineering.

This executive will drive AI-first IT strategy, implement Zero Trust, and manage a team across service desk, endpoints, and infra engineering while aligning with NIST and CMMC requirements. The role emphasizes scalable AI-driven workflows, omnichannel support, and proactive remediation with strong collaboration with security teams.

Qualifications

• Bachelor’s degree in IT, CS, Systems Engineering or equivalent experience.
• 10-12 years in IT operations, service desk leadership, network engineering, or endpoint administration.
• 5+ years in senior/lead technical leadership.

Responsibilities

• Oversee enterprise IT Service Desk operations (Tier 1/2) and omnichannel support.
• Implement AI-driven workflows and self-service capabilities.
• Drive Zero Trust architecture adoption and EDR monitoring integration.
• Lead infrastructure engineering, IaC, and automation tooling (Ansible, Terraform).
• Manage a diverse team of service desk supervisors, endpoint admins, and engineers.
• Produce reports on service desk metrics, AI workload health, and security posture.

Skills

Leadership & IT operations

ITIL & service management

AI workload networking

Zero Trust & SASE

Executive communication

Automation strategy

DevSecOps

Cross-functional leadership

Problem solving

Strategic planning

Education

Bachelor’s degree in IT / CS / Systems Engineering

Tools

ServiceNow ITSM

IVR telephony tools

VMware

Hyper-V

Office 365

Azure AD PIM

Azure VDI

Okta

Entra

Terraform

Ansible

PowerShell

Python

JAMF

Automox

InTune

Job description

V2X Inc. is seeking a Director of AI-Enabled Service Desk & Technical Operations to lead Tier 1/2 support, endpoint administration, and infrastructure engineering.

This executive will drive AI-first IT strategy, implement Zero Trust, and manage a team across service desk, endpoints, and infra engineering while aligning with NIST and CMMC requirements. The role emphasizes scalable AI-driven workflows, omnichannel support, and proactive remediation with strong collaboration with security teams.