Service Desk Manager

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

Service Desk Manager## General informationDateTuesday, November 3, 2026CityRemoteCountryUnited StatesWorking timeFull-time## Description & RequirementsMaximus is currently seeking a **Service Desk Manager.****This is a remote position.**Essential Duties and Responsibilities:- Forecast potential Help Desk issues based upon trending data and implement corrective action plans.- Oversee Help Desk “User Complaint Process.”- Develop and maintain formal procedures for consistency and increased productivity.- Prioritize and escalate requests in order to ensure compliance with contractual and internal Service Level Agreements (SLAs).- Develop and maintain processes and procedures that dictate Help Desk ticket responses.- Manage process of all local workstation moves and new installations as required.- Provide regular updates to Business Leadership.- Manage the relationship between IT and Operations Management to ensure IT is seen as a trusted business partner.- Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.- Responsible for interviewing and selecting qualified staff members.- Cross-train employees to ensure workload flexibility.- Ensure staff are provisioned for appropriate systems.- Manages a small to mid-sized team consisting of experienced professionals. Leads, directs and reviews the work of a team who exercise latitude and independence in their assignments.- Typically has hiring, firing, promotion and reward authority or ability to recommend and influence decisions within own area, in accordance with guidelines.**Job-Specific Essential Duties and Responsibilities:**- Run the service desk that gives IT support to Maximus contact center staff on the Kentucky CCaaS contract.- Prioritize and escalate 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. That includes giving 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.Minimum Requirements- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.**Job-Specific Minimum Requirements:**- ITIL 4 Foundation or HDI Support Center Manager certification.- Experience supporting call center staff, including 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.- Experience managing remote support teams on state health and human services contracts.#LI-Remote #Techjobs #VeteranspageEEO StatementMaximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.**Accommodations**Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at **[e-mail]**.**Minimum Salary**$ 90,160.00**Maximum Salary**$ 135,240.00