According to Zendesk’s latest report, Transforming IT Service with AI, technology leaders are stepping into strategic roles that shape how the business operates.

Seventy-two per cent (72%) of IT leaders’ time is now spent outside of traditional IT work on executive leadership, innovation, and HR-related initiatives. With the majority (93%) using AI beyond the pilot phase, IT leaders are at the forefront of building secure, connected, and AI-powered workplaces.

“The report makes it clear: employee satisfaction and productivity are no longer just influenced by IT, they’re powered by it,” said Craig Flower, Chief Information Officer at Zendesk.

“By building the digital foundation for modern work, IT leaders shape how teams connect, perform, and thrive. In a competitive landscape for attracting and retaining talent, exceptional employee service is not just a nice-to-have, it’s a strategic differentiator. That’s why now is the time to invest in intelligent AI strategies that create seamless, empowering experiences and unlock the full potential of every employee.”

New Responsibilities, New Pressures, New Opportunities

As IT leaders take on broader responsibilities, they are also facing new pressures. The expanded scope spanning beyond traditional infrastructure into areas like HR, onboarding, and AI strategy is contributing to challenges such as team burnout, talent shortages, and growing skill gaps.

This is where AI becomes crucial, scaling smarter by automating routine tasks, enhancing decision-making, and enabling self-service across departments, freeing up time for IT teams to focus on strategic initiatives.

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And the stakes are high: 74% of employees admit that even a minor technical hiccup can derail their day, and 40% express they feel frustrated just thinking about contacting IT due to slow or repetitive processes.

That is where AI can act as a first responder for IT, instantly resolving common issues and reducing wait times turning moments of friction into seamless, self-service interactions.

More than half of employees say switching between HR and IT systems feels confusing and frustrating highlighting the need for one easy-to-use experience which shows the clear need for one connected platform across departments.

AI is Transformational

The IT Insights Report shows the benefits AI already has on employee services: 95% of IT leaders say they’ve seen measurable improvements to their IT service KPIs, with 70% reporting a strong or even transformational impact. From faster resolution times to better onboarding and more efficient processes, AI seems to be moving the metrics that matter.