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

Maximus; United States; Remoto; USD 90.000 - 135.000; Tempo pieno

Descrizione del lavoro

Maximus is seeking a Service Desk Manager to lead a remote IT support team for the Kentucky CCaaS contract. You will supervise day-to-day operations, ensure timely ticket resolution, and maintain strong relationships with IT and Operations leadership.

The role requires a Bachelor's degree, 5+ years of relevant experience, ITIL 4 Foundation or HDI certification, and hands-on experience with Genesys Cloud, ServiceNow/Jira, and Azure AD.

Competenze

• Bachelor's degree in a relevant field plus 5+ years of professional experience preferred.
• ITIL 4 Foundation or HDI Support Center Manager certification.
• Experience supporting call center staff and knowledge of VoIP/headsets/desktop tools.

Mansioni

• Run the service desk for IT support to Maximus contact center staff on the Kentucky CCaaS contract.
• Prioritize tickets to meet contract and internal SLAs.
• Track ticket trends, implement corrective actions, and ensure proper system access for new and departing staff.
• Coordinate with Helpdesk Agent team and Commonwealth Service Desk on CHFS system issues with advance outage notices.
• Write and maintain service desk procedures, escalation paths, and knowledge articles; train staff.
• Report service desk performance regularly to project leadership.

Conoscenze

Staff leadership

ITIL

SLA management

Formazione

Bachelor's degree in relevant field

Strumenti

Genesys Cloud

ServiceNow

Jira Service Management

Azure Active Directory / Entra ID

Descrizione del lavoro

Description & Requirements

Maximusis 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 elevate 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.

General information

Date

Tuesday, November 3, 2026

City

Remote

Country

United States

Working time

Full-time

Description & Requirements

Maximusis 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 elevate 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 elevate 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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EEO Statement

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.

Pay Transparency

Maximus 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