AI-Native Service Desk ManagerAbout the RoleWe're building a managed service provider where AI agents handle the bulk of frontline IT work, and humans run the system that makes that possible. We're looking for a Service Desk Manager who can operate in that environment: someone who understands traditional service desk fundamentals but is excited to lead a desk where autonomous agents resolve a growing share of tickets, and the manager's job shifts from queue-watching to orchestration, escalation design, and continuous improvement.
This isn't a legacy ITSM role with an "AI initiative" bolted on. The AI is the operating model.
What You'll Do- Own day-to-day service desk operations, hitting SLA, CSAT, and resolution-time targets across a hybrid human and AI workforce
- Manage and develop a team of service desk engineers, defining where humans add the most value as autonomous resolution rates climb
- Design and refine escalation paths between AI agents and human engineers, deciding what agents handle end-to-end, what gets handed off, and how
- Monitor agent performance the way you'd manage a team: accuracy, deflection, false escalations, and customer experience
- Partner with engineering and product to identify automation gaps and feed real ticket data back into agent improvement
- Run reporting and analytics on desk health, autonomous resolution rate, and trend lines that inform staffing and roadmap
- Own incident communication and major-incident coordination
What We're Looking For- 5+ years in service desk or IT support, with 2+ years managing a team
- Strong grounding in ITSM fundamentals (ITIL concepts, ticketing, SLA management, escalation design)
- Comfort with metrics and data. You reason about operations through dashboards, not gut feel
- Genuine curiosity about AI/automation in IT operations; bonus if you've worked alongside AI tooling or agents
- Clear communicator who can manage both a team and customer relationships
- Based in or near Raleigh and able to be onsite 3 days/week
Nice to Have- Experience in healthcare or a regulated industry
