✦ Luna Orbit — IT Support & Helpdesk

Salesforce Functional Consultant

at McKesson

📍 4 Locations Hybrid 💰 $103K – $172K USD / year Posted March 13, 2026
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Position Details

Salary $103K – $172K USD / year
Type Full-Time
Experience senior
Exp. Years Not specified
Education Not specified
Category IT Support & Helpdesk

About this role

This role involves leading the IT Service Desk operations, managing support teams, and driving automation and AI initiatives to enhance support efficiency and user satisfaction.

Key Responsibilities

  • Lead support teams
  • Implement ITIL processes
  • Drive AI and automation
  • Improve incident resolution
  • Enhance user experience

Technical Overview

The technical environment includes ITIL-based processes, AI and automation tools, ticketing systems like ServiceNow, and knowledge management platforms.

Ideal Candidate

The ideal candidate is a senior IT Service Desk manager with experience leading support teams, implementing ITIL processes, and integrating AI and automation solutions to improve incident resolution and user experience.

Must-Have Skills

Experience leading IT Service Desk teamsKnowledge of ITIL processesExperience with AI and automation in support

Nice-to-Have Skills

Experience with chatbotsvirtual agentsKnowledge of ticketing tools like ServiceNow

Tools & Platforms

ServiceNowTicketing systemsKnowledge basesAI tools

Required Skills

IT Service DeskIncident managementITILAutomationAIChatbotsVirtual agentsTicketing systemsKnowledge basesServiceNow

Hard Skills

IT Service DeskIncident managementITILAutomationAIChatbotsVirtual agentsTicketing systemsKnowledge basesServiceNow

Soft Skills

LeadershipProblem-solvingCommunicationCustomer focusTeam management

Certifications

Preferred

ITIL FoundationAI certifications

Industry & Role

Industry Healthcare IT
Job Function Managing IT support operations with focus on automation and AI

Keywords for Your Resume

IT Service DeskIncident managementITILAutomationAIChatbotsVirtual agentsTicketing systemsKnowledge basesServiceNowTeam leadershipCustomer supportSupport operationsIncident resolutionData-driven support

Deal Breakers

Lack of experience with ITIL, No experience with AI or automation, Less than 3 years of team leadership

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