AI-Native Service Desk Manager

Full TimeRemote

Raleigh, NCRemotePosted 29 days ago

Role Overview

Titan Msp is hiring a AI-Native Service Desk Manager. This is a full-time remote role, with the team based in Raleigh. posted 4 weeks ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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ORITILAINativeDeskABOUTTHEROLE

Job description

AI-Native Service Desk Manager

ABOUT THE ROLE

We'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

About Titan Msp

Titan Msp

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4 other open roles at Titan Msp on TryApplyNow.

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Frequently Asked Questions

How do I apply for the AI-Native Service Desk Manager position at Titan Msp?

Use the Apply button above to submit your application directly to Titan Msp. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Is the AI-Native Service Desk Manager role at Titan Msp remote?

Yes. This is a remote role. The team is based in Raleigh, but the position itself does not require relocating to that office.

What does a AI-Native Service Desk Manager at Titan Msp earn?

Titan Msp has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the AI-Native Service Desk Manager role at Titan Msp posted?

This role was posted on June 10, 2026 (29 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.

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