About the role
This is a hands-on role, not a pure strategy seat. We need someone who can scope a project, build or configure the first version themselves, and then figure out if it's worth scaling.
What you'll do
Internal operations
- Identify where AI and automation can improve our service desk workflows: ticket routing and triage, escalation prediction, reporting, and dashboarding
- Work directly with our PSA/ticketing data (Autotask) to build practical automations, not just proofs of concept
- Partner with service operations leadership to pilot tools, measure results, and roll out what works without disrupting day-to-day support
- Train L1/L2 staff on any new tools or workflows, and make sure adoption actually happens
Client-facing work
- Assess client environments and identify realistic opportunities for AI adoption (e.g., Microsoft Copilot, automation, AI-assisted security tooling)
- Design AI-enabled service offerings, in partnership with the operation, account management and sales team
- Navigate compliance and data-privacy questions thoughtfully, especially for healthcare clients where HIPAA is a real constraint, not an afterthought
- Serve as a credible technical voice in client conversations: someone who can explain what a tool does, what it costs, and where the risk is
What we're looking for
- Hands-on experience building or implementing automation, scripting, or AI-powered tools, not just familiarity with AI products
- Experience in or with MSPs, IT services, or a service desk environment; comfort with PSA/RMM tools is a strong plus
- Enough compliance awareness to work responsibly with healthcare clients and their data
- Strong communication skills; you can explain a technical idea to both an engineer and a client's office manager
- A track record of shipping something real, even small, rather than just proposing frameworks
- Comfort with ambiguity: this role is being built as it goes, and you'll help shape it
Nice to have
- Experience with Microsoft 365 Copilot, low-code/no-code automation platforms, or similar tools
- Prior work in healthcare IT or another regulated industry
- Change management experience, since a lot of this role is getting people to actually use new tools
