Helpdesk Experience & Onboarding Lead

Autonomous Solutions, Inc. (ASI); Logan (UT); On-site; USD 90,000 - 130,000; Full time

Job summary

Autonomous Solutions, Inc. (ASI) in Logan, Utah is seeking a Helpdesk Experience Manager to own the employee technology touchpoints from offer through Day 1 and beyond.

You will lead a growing helpdesk and SaaS team, driving onboarding efficiency, security controls, and proactive incident management. You will partner with HR, Finance, and Security to deliver a scalable, AI-assisted service experience, while managing device lifecycles, self-service portals, and a governance framework across the

Qualifications

• 7+ years of experience in IT service management, employee experience, or a combined helpdesk, SaaS, and operations role.
• Experience leading an IT support or helpdesk team, including setting SLAs, managing performance, and building a service culture.
• Hands-on SaaS administration experience across identity, productivity, collaboration, and business tools.
• Experience designing or significantly improving an employee onboarding and offboarding workflow.
• Strong understanding of identity and access management, including SSO, MFA, lifecycle automation, and access reviews.
• Proven ability to partner cross-functionally with HR, Finance, and Security to drive shared outcomes.
• Data-driven approach to service management, with a track record of tracking metrics, publishing them, and using them to improve.
• Willingness to travel regularly to ASI's locations in Logan, Mendon, and Lehi, Utah; Longmont, Colorado; and Fort Worth, Texas.

Responsibilities

• Own the end-to-end digital onboarding experience, from offer acceptance through Day 1 productivity, and drive time-to-productivity to under half its current baseline by day 90.
• Automate provisioning and deprovisioning workflows so new hires arrive fully set up and departing employees are cleanly offboarded.
• Partner with HR to align the technology experience with the broader people experience.
• Manage the helpdesk team and set the standard for response time, resolution quality, and service culture.
• Deploy and manage AI-powered Level 1 (L1) triage so routine tickets resolve in minutes without human intervention.
• Direct device lifecycle management across specification, procurement, configuration, deployment, refresh, and retirement.
• Build and maintain a self-service help portal so employees can resolve common issues without filing a ticket.
• Oversee the company's SaaS portfolio, including vendor relationships, license management, renewals, and utilization tracking.
• Establish a SaaS governance model covering approved tools, procurement process, and shadow IT policy, and partner with Security on access reviews and single sign-on (SSO) enforcement.
• Hire, develop, and grow the Helpdesk team, including an incoming SaaS Application Admin, and hold the team accountable to service-level agreement (SLA) standards for ticket response and resolution.
• Measure employee satisfaction, act on feedback, and close the loop to build a service culture the team takes pride in.

Skills

SaaS administration

SSO / MFA

Onboarding/offboarding design

Cross-functional partnering

Data-driven service management

Travel willingness

Education

Bachelor's degree in IT or related field

Tools

Jamf

Intune

Identity management tools

Job description

Autonomous Solutions, Inc. (ASI) in Logan, Utah is seeking a Helpdesk Experience Manager to own the employee technology touchpoints from offer through Day 1 and beyond.

You will lead a growing helpdesk and SaaS team, driving onboarding efficiency, security controls, and proactive incident management. You will partner with HR, Finance, and Security to deliver a scalable, AI-assisted service experience, while managing device lifecycles, self-service portals, and a governance framework across the