Remote Service Desk Manager – Cloud Contact Center

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

Job summary

Maximus is seeking a Service Desk Manager to lead a remote IT support team on the Kentucky CCaaS contract. The role emphasizes incident management, SLA compliance, and continuous process improvement.

You will forecast issues from trends, prioritize tickets, manage staff scheduling and hiring decisions, coordinate with other desks, and provide regular updates to business leadership while maintaining staff training and knowledge articles.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• ITIL 4 Foundation or HDI certification required.
• Experience supporting call center staff with softphones/VoIP.
• Familiarity with cloud contact center platforms and CRM tools.
• Experience with ticketing tools and remote support teams.

Responsibilities

• Run the service desk supporting Maximus contact center staff on Kentucky CCaaS contract.
• Prioritize and escalate tickets to meet SLAs.
• Track trends in ticket data to predict issues and implement fixes.
• Ensure staff have proper system access during onboarding and turnover.
• Coordinate with Helpdesk Agent team and Commonwealth Service Desk on outages.
• Write and maintain service desk procedures and knowledge articles.
• Report service desk performance to project leadership.

Skills

ITIL 4 Foundation or HDI certification

Call center support experience

Cloud contact center familiarity

Ticketing tools experience

Remote support team management

Education

Bachelor's degree in relevant field

ITIL 4 Foundation or HDI certification

Tools

Jira Service Management

ServiceNow

Genesys Cloud

Azure Active Directory / Entra ID

CRM tools

Job description

Maximus is seeking a Service Desk Manager to lead a remote IT support team on the Kentucky CCaaS contract. The role emphasizes incident management, SLA compliance, and continuous process improvement.

You will forecast issues from trends, prioritize tickets, manage staff scheduling and hiring decisions, coordinate with other desks, and provide regular updates to business leadership while maintaining staff training and knowledge articles.