AI agents prompt 62% of UK firms to rethink IT hiring plans

New research from ManageEngine indicates that the introduction of AI agents is prompting 62% of UK firms to reconsider their IT hiring strategies.

The survey, conducted by CensusWide for ManageEngine, gathered responses from 300 UK-based executives and IT service desk experts across organisations ranging from small businesses to large enterprises. It focused on the impact of AI agent adoption on IT service management (ITSM) and its implications for workforce planning.

Of the respondents, 62% reported that their organisations are already adjusting hiring plans and team structures in response to the growing presence of AI in IT operations. While a significant proportion of C-suite participants—59%—expressed concern that AI agents could displace human workers, the findings suggest a more nuanced evolution of IT roles.

Respondents conveyed that, rather than replacing technicians, AI agents are likely to shift the focus of IT teams. According to the research, 30.33% believe AI will enable IT technicians to concentrate on more complex tasks, and 38.33% believe IT staff will take on supervisory roles for processes powered by AI.

Kumaravel Ramakrishnan, Director of ITSM Marketing at ManageEngine, commented on the findings: "This research reinforces the fact that the future of IT is human-led and AI-accelerated. AI agents, we believe, aren't here to replace the workforce – they're here to transform the workloads, to relieve IT teams of repetitive and manual tasks so they can focus on high-impact work that goes beyond everyday operations and includes more strategic initiatives. Of course, as organisations gear up to leverage AI technologies, CIOs and CTOs should ensure proper guardrails are devised and put in place to ensure that AI agents operate within the necessary security policies and privacy standards."

The survey indicated that the influence of AI agents on hiring will be gradual. While some respondents anticipate a need for fewer IT technicians due to the efficiencies provided by AI, most expect IT professionals to adapt by overseeing AI-driven processes and managing increasingly sophisticated ITSM projects.

According to the findings, close to two-thirds (68%) believe humans will retain a key role, with only 32% comfortable allowing AI agents to autonomously run service operations. Nearly half (49%) prefer human approval before AI agents act, while 18% would restrict AI's role to providing recommendations and advice only.

Despite a reported openness among 93% of IT professionals to adopt AI agents, significant reservations remain. A full 92% identified concerns regarding the use of AI, highlighting key challenges around governance, data security and privacy (45%), the reliability of AI agents (39%), and the complexity involved in implementation (34%).

The prevalence of AI in UK ITSM practices is notable, with 82% of respondents stating their organisations have already incorporated AI features and capabilities in their operations. However, concerns about security, governance, and reliability persist across both public and private sectors, underscoring that successful integration depends as much on policies and processes as on technological adoption.

Ramakrishnan added that as organisations look to benefit from AI, the need for robust oversight is paramount: "Of course, as organisations gear up to leverage AI technologies, CIOs and CTOs should ensure proper guardrails are devised and put in place to ensure that AI agents operate within the necessary security policies and privacy standards."

The survey illustrates that while AI agents are prompting firms to reconsider hiring plans, the reshaping of roles is aimed at enhancing the strategic contribution of IT teams rather than simply reducing headcount. IT professionals remain clear that maintaining human oversight and verification alongside AI-driven processes is essential as organisations navigate this evolving landscape.