Representative, Sr Help Desk

McLane Company, Inc. is seeking a Sr Help Desk Representative to lead enterprise-level technical support operations from Temple, TX on-site. In this role, you will manage an Enterprise Service Desk Level 2 team while helping modernize ITSM through AI, automation, platform administration, and continuous operational improvement.

You will partner across IT functions to evolve incident, request, knowledge, problem, and change management processes, with a focus on better service delivery, increased self-service adoption, and an improved teammate experience. The position also includes evaluating emerging AI tools and establishing governance to support responsible adoption across the enterprise.

Key Responsibilities

• Lead the Enterprise Service Desk Level 2 (ISS) team covering advanced support, platform administration, AI innovation, automation development, and operational service improvements.
• Provide leadership, coaching, mentoring, and performance guidance for Service Desk teammates, building accountability, innovation, and continuous improvement.
• Develop and execute an AI and automation roadmap for Enterprise Service Desk and ITSM operations.
• Find and prioritize opportunities to remove manual work using automation, AI-enabled capabilities, and self-service solutions.
• Collaborate with Infrastructure, Security, Applications, Service Desk, and ITSM teams to design, implement, and support enterprise automation solutions.
• Drive modernization efforts across Incident, Request, Knowledge, Problem, and Change Management processes.
• Improve service delivery, self-service adoption, operational efficiency, and teammate experience.
• Evaluate emerging AI technologies and recommend solutions that improve support operations and business outcomes.
• Set governance, standards, and best practices for AI adoption, automation development, and responsible technology usage.
• Analyze operational data and service metrics to spot trends, recurring issues, automation opportunities, and service improvements.
• Create KPIs, dashboards, and reporting to measure automation effectiveness, operational performance, and business value.
• Share recommendations, operational insights, and ROI metrics with IT leadership and business stakeholders.
• Manage escalations and lead complex issue support to ensure high-quality service delivery.
• Champion digital transformation initiatives aligned to business objectives.
• Promote responsible use of Microsoft Copilot, Azure AI, Claude, Gemini, Power Automate, and other approved AI-powered productivity tools.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; equivalent experience may be considered.
• Five (5) or more years of experience leading technical support, service management, infrastructure, or enterprise support teams.
• Experience managing enterprise support operations, escalations, and service delivery functions.
• Experience designing, implementing, or supporting automation solutions and operational improvement initiatives.
• Strong understanding of IT Service Management (ITSM) frameworks, service operations, and support best practices.
• Experience collaborating across Infrastructure, Security, Applications, Service Desk, and business teams.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Ability to read, write, and understand English sufficient to perform job-related tasks effectively and safely, including understanding work instructions, safety protocols, and role communications.

Technologies

• Microsoft Copilot
• Azure AI
• Claude
• Gemini
• Power Automate

Benefits

• Day 1 benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one
• 401(k) Profit Sharing Plan after 90 days
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more