Remote Service Desk Manager, Cloud Contact Center

Able Too Work; Montpelier (VT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus is seeking a Service Desk Manager to oversee the IT help desk operations, ensuring strong SLA compliance and high-quality service delivery for the Kentucky CCaaS contract. This remote role focuses on forecasting issues, process development, and cross-functional collaboration with IT and Operations Management.

The ideal candidate will have ITIL 4 Foundation or HDI certification, experience with call-center tooling (softphones, VoIP), and familiarity with Genesys Cloud or similar CRM

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience or equivalent.
• Experience with ITIL 4 Foundation or HDI supports center management is preferred.
• Experience supporting call center staff, including softphones and agent tools.
• Familiarity with cloud contact center platforms (Genesys Cloud) and CRM tools.

Responsibilities

• Forecast potential Help Desk issues and implement corrective actions.
• Oversee Help Desk ticket process and SLAs.
• Develop and maintain procedures for consistency and productivity.
• Manage staff work schedules for 24/7/operational coverage.
• Hire and train staff; cross-train for workload flexibility.
• Lead a mid-sized team and guide performance reviews and career growth.
• Run service desk operations for Maximus contact center staff under Kentucky CCaaS.
• Track ticket trends and ensure proper system access for joins/leaves.

Skills

Leadership

Staff management

Scheduling

Communication

Education

Bachelor's degree in relevant field

Tools

Genesys Cloud

Jira Service Management

Azure Active Directory / Entra ID

VoIP

Job description

Maximus is seeking a Service Desk Manager to oversee the IT help desk operations, ensuring strong SLA compliance and high-quality service delivery for the Kentucky CCaaS contract. This remote role focuses on forecasting issues, process development, and cross-functional collaboration with IT and Operations Management.

The ideal candidate will have ITIL 4 Foundation or HDI certification, experience with call-center tooling (softphones, VoIP), and familiarity with Genesys Cloud or similar CRM