Helpdesk Experience Manager

At ASI we are revolutionizing industries with state-of-the-art autonomous robotics solutions. Within the fields of agriculture construction landscaping and logistics we deliver technologies that enhance safety productivity and efficiency. With our core values of Simplicity Safety Transparency Humility Attention to Detail Autonomy and Growth guiding everything we do were shaping the future of automation in dynamic markets.

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 companys 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

• Bachelors 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 ASIs 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.

At Autonomous Solutions Inc. (ASI) we are committed to fostering a diverse inclusive and equitable workplace where all employees and applicants have equal opportunities. We prohibit discrimination and harassment of any kind based on race color religion sex national origin age disability genetic information veteran status sexual orientation gender identity or any other legally protected characteristic. ASI complies with all applicable federal state and local laws regarding non-discrimination in employment and is dedicated to providing reasonable accommodations for individuals with disabilities throughout the hiring process.

Required Experience:

Manager