Senior Help Desk Lead - AI & Automation Innovator

McLane Company, Inc.; Temple (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Day 1 Benefits

Professional development

Mentorship opportunities

Job summary

McLane Company, Inc. is seeking an experienced Senior Help Desk Lead to drive the Enterprise Service Desk Level 2 (ISS) strategy, focusing on automation, AI-driven improvements, and scalable support operations.

You will guide a high-performing team, partner with IT and business units, and spearhead modernization across ITSM processes to enhance service delivery and teammate experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• 5+ years of experience leading technical support, service management, infrastructure, or enterprise support 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 IT Service Management (ITSM) frameworks and best practices.
• Ability to collaborate across Infrastructure, Security, Applications, Service Desk, and business teams.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Ability to read, write, and understand English at work level.

Responsibilities

• Lead the Enterprise Service Desk Level 2 (ISS) team for advanced support, automation, and AI initiatives.
• Provide leadership, coaching, mentoring, and performance guidance to teammates.
• Develop and execute AI and automation roadmap for Enterprise Service Desk and ITSM.
• Identify opportunities to eliminate manual processes through automation and self-service.
• Partner with Infrastructure, Security, Applications, and ITSM teams to design and support automation solutions.
• Drive modernization across Incident, Request, Knowledge, Problem, and Change Management processes.
• Assess emerging AI technologies and recommend improvements for operations and ROI.
• Establish governance, standards, and best practices for AI adoption and responsible tech use.
• Develop KPIs, dashboards, and reports to measure automation impact and value.

Skills

Leadership

ITSM

Automation

AI

Team coaching

Stakeholder management

Education

Bachelor's in IT/CS/Business

Tools

Power Automate

Microsoft Copilot

Azure AI

Claude

Gemini

Job description

McLane Company, Inc. is seeking an experienced Senior Help Desk Lead to drive the Enterprise Service Desk Level 2 (ISS) strategy, focusing on automation, AI-driven improvements, and scalable support operations.

You will guide a high-performing team, partner with IT and business units, and spearhead modernization across ITSM processes to enhance service delivery and teammate experience.