---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Service Desk Manager role

# Service Desk Manager role in SOW for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The IT Service Management for AI Agent Collection plugin\[sn_itsm_aia\] installs Service Desk Manager and AI Worker roles when activated.
The following roles are available with the installation of the IT Service Management for AI Agent Collection \[sn_itsm_aia\] 5.1.  
{#roles-required-l1-sd-ai-spec__table_hpq_zvc_yhc__entry__3}

| Role | Description | Contains roles |
|-|-|-|
| Service Desk Manager \[sn_itsm_common.sn_service_desk_manager\] | Extends the capabilities of standard Service Desk Agent (sn_service_desk_agent) role by enabling efficient team oversight and incident resolution without requiring full administrative access. Can also onboard any available L1 IT Service Desk AI Specialist to the team. | * sn_service_desk_agent * sn_aia.worker_manager {#roles-required-l1-sd-ai-spec__ul_fpn_cwc_yhc} |
| AI Worker Manager \[sn_aia.worker_manager\] | Can activate, onboard, setup any available L1 IT Service Desk AI Specialist to the team from the SOW Landing page or AI Agent Studio. | None |
[Table 1. Roles installed]

{#roles-required-l1-sd-ai-spec__table_hpq_zvc_yhc}