Representative, Sr Help Desk

Job Description - Representative, Sr Help Desk (JR111010)

Representative, Sr Help Desk - ( JR111010 )

Lead the Enterprise Service Desk Level 2 (ISS) team responsible for advanced technical support, AI innovation, automation development, platform administration, and operational service improvement initiatives. This role drives enterprise-wide service transformation by leveraging automation, artificial intelligence, and process optimization to improve service delivery, reduce manual effort, and enhance the teammate experience.

Partner closely with Infrastructure, Security, Applications, and ITSM teams to develop scalable automation solutions, modernize support operations, and implement AI-enabled capabilities that improve operational efficiency and business outcomes. Responsible for establishing governance, best practices, performance metrics, and continuous improvement programs while leading a high-performing technical support team. Serves as a champion for digital transformation, enterprise automation, and responsible AI adoption across IT service management functions.

• Lead the Enterprise Service Desk Level 2 (ISS) team responsible for advanced support, platform administration, AI innovation, automation development, and operational service improvements.
• Provide leadership, coaching, mentoring, and performance guidance to Service Desk teammates while fostering a culture of accountability, innovation, and continuous improvement.
• Develop and execute the AI and automation roadmap supporting Enterprise Service Desk and ITSM operations.
• Identify opportunities to eliminate manual processes through automation, AI-enabled capabilities, and self-service solutions.
• Partner with Infrastructure, Security, Applications, Service Desk, and ITSM teams to design, implement, 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, automation development, and responsible technology usage.
• 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, operational performance, and business value.
• Present recommendations, operational insights, and ROI metrics to IT leadership and business stakeholders.
• Manage escalations, support complex operational issues, and ensure delivery of high-quality support services.
• Champion digital transformation initiatives that align technology capabilities with business objectives.
• Promote responsible use of Microsoft Copilot, Azure AI, Claude, Gemini, Power Automate, and other approved AI-powered productivity tools.

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent experience may be considered.
• Five (5) or more 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, service operations, and support best practices.
• Experience collaborating across Infrastructure, Security, Applications, Service Desk, and business teams.
• Strong leadership,…