Helpdesk Supervisor (AI)

TL;DR

Helpdesk Supervisor (AI): Overseeing daily operations of the IT support team and leading the transformation of Level 1 support through AI and automation with an accent on incident deflection and AI-powered knowledge management. Focus on implementing chatbots and Agentic AI to achieve zero-touch resolution for routine requests and optimizing technical workflows.

Location: Onsite in El Segundo, California, United States

Salary: $80,000 – $90,000

Company

A fully integrated online media and software services company focusing on Health, Automotive, Legal, and Home/Travel verticals.

What you will do

• Lead the transformation of L1 support using AI and automation to deflect high-volume incidents.
• Direct the strategy for an AI-enhanced knowledge base and maintain Helpdesk SOPs to fuel ML models.
• Manage and coach Helpdesk staff, monitoring performance metrics, SLAs, and workload distribution.
• Act as a hands-on technical leader for escalated incidents and complex troubleshooting.
• Manage IT asset inventory, procurement, license renewals, and vendor relationships.
• Oversee office technology infrastructure, including conference rooms, desk setups, and IT onboarding.

Requirements

• Minimum 7 years of experience managing or supervising in a Helpdesk or IT support environment.
• Proven direct management experience leading technical teams.
• Strong background in technical troubleshooting and escalation management.
• Familiarity with ITSM platforms such as ServiceNow, Jira, Service Desk Plus, or Zendesk.
• Must be based in El Segundo, California for onsite office management.

Culture & Benefits

• Comprehensive health insurance including medical, dental, and vision coverage.
• 401(k) retirement savings plan with company match.
• Flexible spending accounts (FSA) for medical and dependent care.
• Paid time off (PTO), paid holidays, and commuter benefits.
• Access to Employee Assistance Program (EAP) and well-being coaching services.