Service Desk Manager - Cloud Contact Center, ITIL4, ServiceNow, Jira

Nativeamericantalent; 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

Maximusis currently seeking aService 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 escape 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 escalation 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.

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Maximus 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.

Minimum Salary

$90,160

Maximum Salary

$135,240