Helpdesk Experience Manager

About the role

At ASI, we are revolutionizing industries with state-of-the-art autonomous robotics solutions. Within the fields of agriculture, construction, landscaping, and logistics, we deliver technologies that enhance safety, productivity, and efficiency. With our core values of Simplicity, Safety, Transparency, Humility, Attention to Detail, Autonomy and Growth guiding everything we do, we're shaping the future of automation in dynamic markets. ASI Robots has grown to more than 700 employees, and our Information Systems team is shifting from a traditional functional IT model to a Capability Team structure, five autonomous, outcome driven teams that each own a domain end to end. This role sits at that inflection point. As a Helpdesk Experience Manager, you will own every touchpoint an ASI employee has with technology, from the moment they accept an offer to the day they leave. That means the helpdesk, the devices, software as a service (SaaS) tool, and the onboarding experience. Right now, those things work, but they do not scale. At 700+ employees and growing aggressively, the old model of human handled tickets and manual onboarding will become a ceiling. Your job is to remove that ceiling. You will report directly to the Vice President (VP) of Information Systems and manage an existing helpdesk team, with a SaaS Application Admin joining as the team scales. Your key partners are HR (user lifecycle and onboarding), Finance (SaaS procurement and license governance), Security (identity and access management), and every team at ASI whose productivity depends on their tools working.

Responsibilities

• Own the end-to-end digital onboarding experience, from offer acceptance through Day 1 productivity, and drive time-to-productivity to under half its current baseline by day 90.
• Automate provisioning and deprovisioning workflows so new hires arrive fully set up and departing employees are cleanly offboarded.
• Partner with HR to align the technology experience with the broader people experience.
• Manage the helpdesk team and set the standard for response time, resolution quality, and service culture.
• Deploy and manage AI-powered Level 1 (L1) triage so routine tickets resolve in minutes without human intervention.
• Direct device lifecycle management across specification, procurement, configuration, deployment, refresh, and retirement.
• Build and maintain a self-service help portal so employees can resolve common issues without filing a ticket.
• Oversee the company's SaaS portfolio, including vendor relationships, license management, renewals, and utilization tracking.
• Establish a SaaS governance model covering approved tools, procurement process, and shadow IT policy, and partner with Security on access reviews and single sign-on (SSO) enforcement.
• Hire, develop, and grow the Helpdesk team, including an incoming SaaS Application Admin, and hold the team accountable to service-level agreement (SLA) standards for ticket response and resolution.
• Measure employee satisfaction, act on feedback, and close the loop to build a service culture the team takes pride in.

Requirements

• 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