In this role, you will be responsible for overseeing a small IT AI Operations team. This team will monitor and improve AI capabilities supporting the AFS Service Desk. You will be responsible for creating and enhancing operational processes in addition to developing a deep understanding of our corporate knowledge repository which is the foundation of our AI tooling for the Service Desk. As the leader of a small team, you will coordinate daily activities, set priorities, and ensure that operational goals are met while collaborating with a broader operational group. Your ability to work independently and drive projects to completion will be essential as you navigate the evolving landscape of AI technologies.

Exposure to tools and methodologies such as project management, process improvement, and IT service management platforms will be highly beneficial in this position. Familiarity with AI deployment frameworks including ServiceNow, Virtual Agent, Voice AI, workflow automation tools, and performance monitoring will also enhance your effectiveness. Experience in leading small teams, managing cross-functional projects, and implementing process improvements will help you excel. A passion for continuous learning, adaptability to technological advancements, and a proactive approach to problem-solving will set you apart as you support and advance AFS’s AI initiatives.

The Work:

• Create and enhance reporting and dashboards related to AI Service Desk capabilities such that they are actionable and provide opportunities for improvement
• Create and manage operational processes for AI Service Desk capabilities based on outputs of dashboards and reporting.
• See through enhancement opportunities of AI solution from design to implementation by working with other teams or completing the work within this team
• Work closely with technical teams implementing new Service Desk capabilities to stay on top of technical advancements
• Work closely with functional teams to develop a deep understanding of the support areas which are served by the AI solutions being monitored
• Adopt continuous improvement mindset to make regular small tweaks
• Lead and mentor a small team (1 direct report) while collaborating with a larger operational group
• Drive projects and activities independently from initiation through to completion
• Apply critical thinking and process excellence to optimize and improve operational workflows
• Stay curious and continuously learn about new AI technologies and AFS deployments
• Adapt quickly to changes in technology and operational requirements.
• Ensure effective project management and timely delivery of operational support for AI initiatives
• Maintain general awareness of AI trends and AFS-specific AI solutions
• Escalate issues appropriately to leadership

What you need:

• Strong critical thinking and process optimization
• Experience creating, managing, monitoring and enhancing reporting and dashboards. This could include in Service Now, Claude Code, or other tools.
• Intermediate or advanced skills in Microsoft Excel
• Experience analyzing large data sets
• Ability to collaborate with leadership and other teams
• Experience leading and mentoring a small team
• Familiarity with project management methodologies
• Ability to get work done even if it’s in small incremental steps focused
• Mindset for continuous improvement
• Work independently
• Problem‑solving mindset & Adaptable

Bonus if you have:

• Exposure to process improvement methodology (e.g., Lean, Six Sigma)
• Experience with IT service management platforms such as ServiceNow
• Understanding of AI deployment components including:
  • Virtual Agent
  • Voice AI
  • Workflow automation tools
  • Performance monitoring solutions