Lead Enterprise Service Desk — AI & Automation

McLane Company, Inc; Temple (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Day 1 Benefits: medical, dental, and视觉

Paid time off begins day one

401(k) Profit Sharing Plan after 90 d

Pet insurance, maternity/paternity, EA

discount programs, tuition assistance

Job summary

McLane Company, Inc. in Temple, TX, seeks an experienced leader to drive the Enterprise Service Desk Level 2 (ISS) with a focus on automation, AI innovation, and platform administration.

You will guide a high‑performing team, shape the automation roadmap, and partner with ITSM, Security, and Applications to deliver scalable solutions. You will champion digital transformation, governance, and responsible AI adoption while delivering measurable improvements in service delivery, efficiency, and

Qualifications

• Bachelor's degree in IT, CS, or related field; equivalent experience may be considered.
• 5+ years leading technical support, service management, or enterprise teams.
• Experience managing enterprise support operations, escalations, and service delivery functions.
• Experience designing, implementing, or supporting automation solutions and operational improvement initiatives.
• Strong understanding of ITSM frameworks, service operations, and support best practices.
• Experience collaborating across Infrastructure, Security, Applications, Service Desk, and business teams.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.

Responsibilities

• Lead the Enterprise Service Desk Level 2 (ISS) team in advanced support and automation.
• Provide leadership, coaching, mentoring, and performance guidance to teammates.
• Develop and execute the AI and automation roadmap for ITSM operations.
• Identify opportunities to eliminate manual processes through automation and AI-enabled capabilities.
• Partner with Infrastructure, Security, Applications, Service Desk, and ITSM teams to design and support enterprise automation solutions.
• Drive modernization initiatives across Incident, Request, Knowledge, Problem, and Change Management processes.
• Lead efforts to improve service delivery, self-service adoption, operational efficiency, and teammate experience.
• Evaluate emerging AI technologies and recommend solutions that improve support operations and business outcomes.
• Establish governance, standards, and best practices for AI adoption and automation development.
• Analyze operational data and service metrics to identify trends, recurring issues, automation opportunities, and service improvements.
• Develop KPIs, dashboards, and reporting that measure automation effectiveness and business value.
• Present recommendations, operational insights, and ROI metrics to IT leadership and stakeholders.
• Manage escalations and ensure delivery of high-quality support services.
• Champion digital transformation aligning technology with business objectives.
• Promote responsible use of Copilot, Azure AI, Claude, Gemini, and Power Automate.

Skills

Leadership

ITSM experience

Automation

AI innovation

Stakeholder management

Education

Bachelor's degree in IT/CS/Business

Tools

Microsoft Copilot

Azure AI

Claude

Gemini

Power Automate

Job description

McLane Company, Inc. in Temple, TX, seeks an experienced leader to drive the Enterprise Service Desk Level 2 (ISS) with a focus on automation, AI innovation, and platform administration.

You will guide a high‑performing team, shape the automation roadmap, and partner with ITSM, Security, and Applications to deliver scalable solutions. You will champion digital transformation, governance, and responsible AI adoption while delivering measurable improvements in service delivery, efficiency, and