-
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...
....Read more...
Type: Permanent Location: Minneapolis, US-MN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:23
-
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...
....Read more...
Type: Permanent Location: Duluth, US-MN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:23
-
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...
....Read more...
Type: Permanent Location: Grand Rapids, US-MI
Salary / Rate: 112700
Posted: 2026-11-07 09:51:22
-
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...
....Read more...
Type: Permanent Location: Springfield, US-MA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:22
-
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...
....Read more...
Type: Permanent Location: Boston, US-MA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:21
-
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...
....Read more...
Type: Permanent Location: Marquette, US-MI
Salary / Rate: 112700
Posted: 2026-11-07 09:51:20
-
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...
....Read more...
Type: Permanent Location: Aberdeen, US-MD
Salary / Rate: 112700
Posted: 2026-11-07 09:51:20
-
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...
....Read more...
Type: Permanent Location: Detroit, US-MI
Salary / Rate: 112700
Posted: 2026-11-07 09:51:19
-
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...
....Read more...
Type: Permanent Location: Baltimore, US-MD
Salary / Rate: 112700
Posted: 2026-11-07 09:51:18
-
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...
....Read more...
Type: Permanent Location: New Orleans, US-LA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:18
-
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...
....Read more...
Type: Permanent Location: Shreveport, US-LA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:17
-
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...
....Read more...
Type: Permanent Location: Bangor, US-ME
Salary / Rate: 112700
Posted: 2026-11-07 09:51:16
-
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...
....Read more...
Type: Permanent Location: Baton Rouge, US-LA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:12
-
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...
....Read more...
Type: Permanent Location: Portland, US-ME
Salary / Rate: 112700
Posted: 2026-11-07 09:51:08
-
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...
....Read more...
Type: Permanent Location: Kansas City, US-KS
Salary / Rate: 112700
Posted: 2026-11-07 09:51:08
-
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...
....Read more...
Type: Permanent Location: Louisville, US-KY
Salary / Rate: 112700
Posted: 2026-11-07 09:51:07
-
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...
....Read more...
Type: Permanent Location: Sioux City, US-IA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:07
-
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...
....Read more...
Type: Permanent Location: Wichita, US-KS
Salary / Rate: 112700
Posted: 2026-11-07 09:51:06
-
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...
....Read more...
Type: Permanent Location: Bowling Green, US-KY
Salary / Rate: 112700
Posted: 2026-11-07 09:51:05
-
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...
....Read more...
Type: Permanent Location: Des Moines, US-IA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:05
-
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...
....Read more...
Type: Permanent Location: Davenport, US-IA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:04
-
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...
....Read more...
Type: Permanent Location: Evansville, US-IN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:03
-
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...
....Read more...
Type: Permanent Location: Indianapolis, US-IN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:03
-
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...
....Read more...
Type: Permanent Location: Fort Wayne, US-IN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:02
-
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...
....Read more...
Type: Permanent Location: Savannah, US-GA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:01
