Remote Service Desk Manager - ITIL & SLA Leader

Maximus; United States; Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Accommodations during employment

Remote work option

Job summary

Maximus is seeking a Service Desk Manager to lead a remote IT support team for its contact center. You will oversee ticketing, ensure access control during onboarding and seasonal hiring, and coordinate with related desks to resolve outages and maintain service levels.

Requirements include a Bachelor's in a relevant field and ITIL 4 Foundation or HDI certification, plus experience with ServiceNow, Jira Service Management, and Azure AD.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of experience.
• ITIL 4 Foundation or HDI Certification is required.
• Experience supporting call center staff with softphones, VoIP and agent tools.
• Familiarity with cloud contact center platforms (Genesys Cloud) and CRM tools.
• Experience with ticketing tools (ServiceNow, Jira Service Management) and Azure AD / Entra ID.

Responsibilities

• Run the service desk for IT support of Maximus contact center staff.
• Prioritize and escalate tickets to meet SLAs and contracts.
• Track ticket trends and implement corrective actions.
• Manage staff system access on onboarding and turnover.
• Coordinate with Helpdesk Agent team and Commonwealth Service Desk.
• Write and maintain service desk procedures and train staff.

Skills

Leadership

Communication

Project management

Education

Bachelor's degree in relevant field

ITIL 4 Foundation or HDI Certification

Tools

ServiceNow

Jira Service Management

Azure Active Directory / Entra ID

Genesys Cloud (or similar)

CRM tools (user side)

Job description

Maximus is seeking a Service Desk Manager to lead a remote IT support team for its contact center. You will oversee ticketing, ensure access control during onboarding and seasonal hiring, and coordinate with related desks to resolve outages and maintain service levels.

Requirements include a Bachelor's in a relevant field and ITIL 4 Foundation or HDI certification, plus experience with ServiceNow, Jira Service Management, and Azure AD.