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

Maximus 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.

- 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 tea...