Helpdesk Experience Manager

Required Qualifications

• Bachelor's 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 ASI's 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