ASI Robots has grown to more than 700 employees, and our Information Systems team is shifting from a traditional functional IT model to a Capability Team structure, five autonomous, outcome driven teams that each own a domain end to end. This role sits at that inflection point.
As a
Helpdesk Experience Manager, you will own every touchpoint an ASI employee has with technology, from the moment they accept an offer to the day they leave. That means the helpdesk, the devices, software as a service (SaaS) tool, and the onboarding experience. Right now, those things work, but they do not scale. At 700+ employees and growing aggressively, the old model of human handled tickets and manual onboarding will become a ceiling. Your job is to remove that ceiling.
You will report directly to the Vice President (VP) of Information Systems and manage an existing
helpdesk team, with a SaaS Application Admin joining as the team scales. Your key partners are HR (user lifecycle and onboarding), Finance (SaaS procurement and license governance), Security (identity and access management), and every team at ASI whose productivity depends on their tools working.
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.
Required Qualifications- Bachelor's degree in Information Technology, Business, or a related field, or equivalent practical experience.
- 7+ years of experience in information technology (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 a broad stack, including 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, multi-factor authentication (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.
Preferred Qualifications- Experience deploying or managing AI-powered helpdesk or service desk tooling, such as chatbots, triage automation, or self-service platforms.
- Background in a high-growth or scaling company where the employee base grew significantly during your tenure.
- Familiarity with mobile device management (MDM) platforms such as Jamf or Intune, and device lifecycle management at scale.
- Information Technology Infrastructure Library (ITIL) certification or equivalent service management framework experience.
- Experience managing SaaS procurement, vendor negotiations, and license optimization programs.
Physical Requirements- Ability to remain in a stationary position at a computer workstation for extended periods.
- Ability to operate a computer and other office productivity equipment continuously.
- Ability to communicate and exchange information in person, via phone, and through electronic means.
- Ability to travel regularly to ASI office locations, including Logan, Mendon, and Lehi, Utah; Longmont, Colorado; and Fort Worth, Texas, and to traverse office environments as required.
