Support Specialist (L1 Service Desk)

Job Summary: We are looking for an experienced Al Ops Tech Leader — Operations Support to lead the intelligent transformation of our operations support functions. This senior technical leadership role combines deep hands-on contribution to data & Al solutions that directly enhance operations support processes with strategic leadership in developing AIOps tools/platforms and driving Al technical direction for all operations support initiatives. The role is explicitly centered on operations support domains — including incident management, major incident response, problem management, change enablement, service desk / Level 1—3 support, monitoring & observability, service reliability, and operational resilience. You will remain actively involved (-40—50%) in delivering technical support in data solutions that solve real operations support pain points, while leading the design, build, and evolution of AIOps tooling and serving as the principal Al technical authority for operations support transformation programs. This is a player-coach position in the operations support space: hands-on technical delivery + team leadership + Al architecture governance for operational excellence.   Key Responsibilities Hands-on Data & Al Solutions for Operations Support •            Actively lead and contribute to high-impact data/AI projects that directly improve operations support outcomes — e.g., real-time incident enrichment, predictive alerting, automated root-cause analysis, change risk scoring, ticket clustering & autotriage, knowledge mining for support agents, and intelligent runbooks. •            Design and deliver scalable features embedded into operations support workflows and platforms (ServiceNow, Jira Service Management, monitoring tools, ITSM systems, etc.) in collaboration with multidisciplinary competency teams. •            Ensure solutions meet strict operations support SLAs for reliability, low latency, auditability, explainability, and zero-downtime deployment. •            Up-to-date with innovations and research in AIOPS Tools AIOps Tools & Platform Leadership for Operations Support •            Lead the architecture, development, and continuous enhancement of internal AIOps platforms and reusable components that power operations support teams — including integration with ITSM, observability (Prometheus/Grafana/ELK/Dynatrace/Splunk), ticketing, and automation tooling. •            Support  MLOps/AlOps best practices specifically for production operations support Al systems: model monitoring in live ops environments, drift & performance degradation detection, rollback mechanisms, and cost control at operational scale. Al Technical Leadership for Operations Support Initiatives •            Serve as the lead Al technical authority and trusted advisor for all operations support programs, automation movements, and Al transformation efforts across service operations, NOC, support desks, infrastructure operations, and reliability engineering. •            Lead technical discussions, architecture reviews, PoCs, vendor evaluations, and solution selection whenever Al is being considered or applied to operations support challenges. •            Identify, prioritize, and drive the highest-ROI Al use cases in operations support — e.g., reducing MTTR/MTTD, automating Level 1 triage, predicting PI incidents, autogenerating post-mortems, optimizing shift handovers, and enabling proactive operations support.     Team & People Leadership •            Build, mentor, and lead a high-performing squad of AIOps specialists focused on operations support outcomes. •            Foster a culture of rapid experimentation, production-first mindset, and relentless focus on operational impact (reduced toil, faster resolution, higher availability). •            Perform technical coaching, design/code reviews, and career development with emphasis on operations support domain knowledge. Stakeholder & Cross-Functional Collaboration •            Partner intensively with operations support leaders, incident managers, service owners, reliability engineers, ITSM/process teams, and infrastructure groups to align Al initiatives with operational priorities and pain points. •            Strong collaboration with DS&AI Competency.   Qualifications & Experience Required •            10+ years in data engineering, Al/ML engineering, or operations support technology roles, with 4—6+ years in technical leadership positions within operations support / IT operations / service operations environments. •            Proven track record delivering production Al/ML/data solutions that measurably improved operations support KPIs (MTT R, MTT D, ticket deflection, toil reduction, availability). •            Strong hands-on expertise with modern data/AI stacks (Python, Spark, Kafka, Airflow, cloud data platforms, PyTorch/TensorFlow, LLM frameworks) and integration into operations support ecosystems (ServiceNow, PagerDuty, Splunk, Datadog, Moogsoft, BigPanda, etc.)., Databricks, Azure/ADF.   •            Deep practical experience with AIOps patterns in live operations support settings: event correlation, anomaly detection, automated actions, predictive analytics, GenAI for ops. •            Experience leading development or significant enhancement of AIOps/internaI tooling platforms specifically for operations support teams.     Preferred •            Background in ITIL-aligned operations support processes (incident, problem, change, service request, knowledge management). •            Hands-on work with GenAl/LLM applications in operations support (ops copilots, auto-remediation agents, intelligent knowledge search, summarization of alerts/incidents). •            Prior success scaling AIOps capabilities in large-scale operations support / NOC / shared service environments. Leadership & Soft Skills •            Ability to stay deeply technical while leading people and strategy in a high-velocity operations support context. •            Excellent communication — can explain complex Al concepts to operations support practitioners and translate operational pain into technical roadmaps for executives. •            Strong bias for action, production impact, and reducing operational toil through intelligent automation.

Team: Security & Corporate Tech | Workspace Technology & Services | Service Management Location: Portland IN SHORT Following the successful integration of our Global Service Desk (GSD) handling foundational Level 1 requests, we are elevating our on-site Tech presence. The On-Site End User Support Sr Specialist serves as the primary escalation point for the GSD and the face of Workspace Technology & Services in our offices. This role shifts away from high-volume, L1 ticket resolution. Instead, it is a proactive, problem-solving, and high-empathy role focused on complex technical challenges (Level 2+), seamless walk-in support, and flawless A/V event execution. You thrive on technical curiosity and prioritize the user experience, ensuring every team member leaves with a solution and a positive experience. “You are the person people go to when the manual doesn’t have the answer.” While the L1 team follows the script, you write it. You possess the patience to handle stressed users face-to-face, the foresight to anticipate event needs before they become issues, and the professional expertise to communicate complex technical concepts to non-technical leaders.   YOUR MISSION  The key responsibilities include but are not limited to the following: * Elevated Walk-In & Escalation Management: Manage the on-site walk-in Tech Basecamp, providing high-touch, empathetic, and rapid face-to-face support. Act as the final point of resolution for complex hardware, software, and SaaS issues escalated by the GSD. Provide premium, fast-tracked support for high-priority stakeholders and business leaders, focusing on application performance and seamless access. * Root Cause Analysis (RCA) & Proactive Solutions: Move beyond temporary workarounds. Identify recurring patterns in issues and collaborate with engineering/operations teams to implement permanent fixes. * Knowledge Management & L1 Enablement: Serve as the technical feedback loop for the GSD. Author and maintain SOPs and technical documentation that empower L1 to resolve more issues on first contact, specifically around SaaS identity, access, and endpoint behaviors. * Endpoint Lifecycle & Project Execution: Collaborate with cross-functional Tech teams (e.g. Security, Operations, Engineering) to execute regional technology projects. This includes managing the full end-to-end lifecycle of hardware (procurement to disposal), deploying and troubleshooting MDM policies, ensuring global endpoint compliance, and managing localized hardware refreshes.  * A/V Support/Maintenance & Event Collaboration: In offices where we do not have an AV team, this position owns the day-to-day operation and health of our local office A/V hardware. Anticipate, plan, and provide hands-on technical support for in-person/hybrid events and support external partners for global Town Halls. Partner closely with the Retail & Workplace Technology team to ensure seamless execution when escalations are required. Experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, and MacBook-based setups is a plus. Your Story INTERPERSONAL SKILLS * Empathy & Communication: Exceptional face-to-face communication skills. A proven ability to de-escalate technical frustration with high empathy, patience, and professionalism. * Proactive Anticipation: A forward-thinking approach. You anticipate what could go wrong at a Town Hall or with a hardware deployment and plan accordingly. * Collaborative Spirit: A team player who thrives working alongside cross-functional teams to deliver holistic solutions. TECHNICAL REQUIREMENTS * Global environment: Ability to work seamlessly with international teams across different time zones. Capacity to evaluate how local changes and support decisions affect the broader global ecosystem * OS & Endpoint Mastery: Advanced administration of macOS in an enterprise environment. Strong experience with MDM deployment and policy troubleshooting. * SaaS & Cloud Troubleshooting: Ability to isolate issues across the stack using developer tools and cloud-based logging. Is it a local network issue, an identity/authentication block, or an application-layer bug? * Identity & Access Management: Deep understanding of the JML (Joiner, Mover, Leaver) process, Google Workspace, Okta/SSO, and Role-Based Access Control (RBAC). Strong ability to troubleshoot MFA and conditional access gates. * Hardware & A/V: Hands-on ability to diagnose and repair enterprise-grade laptops, peripherals, and modern conference room A/V ecosystems (e.g., Google Meet hardware, Zoom). * ITSM Knowledge: Experience working within modern service management platforms (e.g., Jira Service Management) to track escalations and document RCAs. ITIL certification is a plus. WORKING ENVIRONMENT * On-site presence: This is a dedicated, 100% on-site role. While the company embraces flexible working conditions, this position is required to be on-site daily to manage the walk-in Tech Basecamp, provide immediate face-to-face support, and ensure flawless execution of critical in-person and hybrid A/V events * Working hours: This role requires an early start time to ensure on-site coverage is aligned with the start of the business day for local users and to proactively support early morning events and Town Halls * Reporting line: This role is part of a Global team and reports to a manager based in Europe