Head of AI-Driven IT Service Desk & Ops

V2X; Reston (VA); On-site; USD 185,000 - 205,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement plan

Life insurance, AD&D, disability

Wellness programs

Paid time off

Learning & Development resources

Employee assistance resources

Job summary

V2X is seeking a Director of AI-Enabled Service Desk & Technical Operations to lead Tier 1/2 support, endpoint administration, and infrastructure engineering in an AI-first environment. You will drive Zero Trust, unified endpoint management, and automation to reduce toil while maintaining high service levels across the organization.

You will oversee AI-driven workflows, telemetry integration for proactive remediation, and AI-ready infrastructure, including MDM platforms, VDI, and secure remote

Qualifications

• Bachelor’s degree in IT, CS, Systems Engineering, or equivalent mix of education and experience.
• 10–12 years in IT ops, service desk leadership, network engineering, or endpoint admin.
• 5+ years in senior or lead technical leadership.

Responsibilities

• Oversee Tier 1/2 support, endpoint admin, and infrastructure engineering.
• Drive AI-first IT model with Zero Trust, self-adapting endpoints, and automation.
• Lead Service Desk operations, improve ticketing via knowledge bases and automation.
• Implement AI-driven workflows for omnichannel support (phone, chat).
• Integrate telemetry into AIOps for proactive remediation.
• Develop AI-ready endpoints and on-device AI workloads.
• Orchestrate data center modernization, cloud migration, and IaC policies.
• Advise on security, SASE, and identity platforms (Okta/Entra).

Skills

ServiceNow ITSM

IVR tools

Omnichannel

Virtualization

Windows Admin

Azure VDI

Azure AD PIM

AI workload

Zero Trust

IaC

Automation & Orchestration

Okta/Entra

Security Compliance

Education

Bachelor’s degree in IT/CS/Systems Engineering

Tools

VMware

Hyper-V

Office 365

Terraform

Ansible

PowerShell

Python

JAMF

Automox

Entra

Job description

V2X is seeking a Director of AI-Enabled Service Desk & Technical Operations to lead Tier 1/2 support, endpoint administration, and infrastructure engineering in an AI-first environment. You will drive Zero Trust, unified endpoint management, and automation to reduce toil while maintaining high service levels across the organization.

You will oversee AI-driven workflows, telemetry integration for proactive remediation, and AI-ready infrastructure, including MDM platforms, VDI, and secure remote