Remote Service Desk Manager - Cloud CCaaS Leader

African American Talent; Montpelier (VT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus is seeking a Service Desk Manager to lead IT support for our Kentucky CCaaS contract. This remote role requires coordinating a team, managing ticketing workflows, and ensuring service levels across operations.

Responsibilities include developing procedures, tracking trends, and liaising with leadership to ensure IT is a trusted partner. Strong certification and call-center experience are preferred.

Qualifications

• Bachelor's degree in relevant field with 5+ years of professional experience preferred.
• ITIL 4 Foundation or equivalent certification is required.
• Experience supporting call center staff with VoIP, softphones, headsets and agent desktop tools.
• Familiarity with cloud contact center platforms (Genesys Cloud) and CRM tools from the user side.
• Experience with ticketing tools such as ServiceNow or Jira Service Management and with Entra ID.
• Experience managing remote support teams on state health and human services contracts.

Responsibilities

• Run the service desk that provides IT support to staff on the Kentucky CCaaS contract.
• Prioritize and escape tickets to meet contract and internal SLAs.
• Track ticket trends to predict issues and implement corrective actions.
• Ensure system access for joining/leaving staff, including seasonal hires.
• Coordinate with Helpdesk Agent team and the Commonwealth Service Desk on outages with two business days notice.
• Write and maintain service desk procedures, escalation paths and knowledge articles.

Education

Bachelor's degree in relevant field

Tools

Genesys Cloud

CRM tools

ServiceNow

Jira Service Management

Azure Active Directory / Entra ID

Job description

Maximus is seeking a Service Desk Manager to lead IT support for our Kentucky CCaaS contract. This remote role requires coordinating a team, managing ticketing workflows, and ensuring service levels across operations.

Responsibilities include developing procedures, tracking trends, and liaising with leadership to ensure IT is a trusted partner. Strong certification and call-center experience are preferred.