Representative, Sr Help Desk

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.

What You'll Do

• 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.

What We're Looking For

• 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, communication, problem-solving, and stakeholder management skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

Why Join Us

• Own mission‑critical enterprise communications at scale
• Make visible impact on reliability, cost control, and executive confidence
• Work with trusted partners, modern platforms, and complex networks
• Be recognized as a go‑to expert and operational leader
• Grow your career through mentorship, influence, and continuous learning

Benefits you can count on:

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

For our complete EEO and Pay Transparency statement, please visit https://www.mclaneco.com/legal/employment/