Remote Cloud Contact Center Service Desk Manager

Maximus

Montpelier (VT)

Remote

USD 90,000 - 135,000

Full time

2 days ago

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Job summary

Maximus is seeking a Service Desk Manager for a fully remote role. You will lead a service desk supporting the contact center staff on a CCaaS contract, ensuring SLA compliance and operational excellence.

You will oversee ticketing, process documentation, staff onboarding/offboarding, and cross-team coordination with CHFS/ Commonwealth desks. Strong ITIL/HDI background and cloud contact center experience are required.

Qualifications

Bachelor’s degree in relevant field and 5+ years of relevant professional experience.
ITIL 4 Foundation or HDI Support Center Manager certification.
Experience supporting call center staff with softphones, VoIP, headsets and agent desktop tools.
Familiarity with cloud contact center platforms (Genesys Cloud or similar) and CRM tools from the user's side.
Experience with ticketing tools such as ServiceNow or Jira Service Management, and with Azure Active Directory / Entra ID account management.

Responsibilities

Run the service desk that gives IT support to Maximus contact center staff on the Kentucky CCaaS contract.
Prioritize and escape tickets so they meet contract and internal service level agreements (SLAs).
Track trends in ticket data to predict issues, and put corrective actions in place.
Make sure staff have the right system access when they join or leave, including during seasonal hiring and turnover.
Coordinate with the Helpdesk Agent team and the Commonwealth Service Desk on issues that involve CHFS systems, with at least two business days' notice of planned outages.
Write and maintain service desk procedures, escalation paths and knowledge articles, and train and cross-train support staff.
Report service desk performance regularly to project leadership.