-
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: San Antonio, US-TX
Salary / Rate: 112700
Posted: 2026-11-07 09:51:51
-
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: Nashville, US-TN
Salary / Rate: 112700
Posted: 2026-11-07 09:51:50
-
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: Rapid City, US-SD
Salary / Rate: 112700
Posted: 2026-11-07 09:51:49
-
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 Falls, US-SD
Salary / Rate: 112700
Posted: 2026-11-07 09:51:49
-
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: Providence, US-RI
Salary / Rate: 112700
Posted: 2026-11-07 09:51:48
-
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: Columbia, US-SC
Salary / Rate: 112700
Posted: 2026-11-07 09:51:47
-
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: Newport, US-RI
Salary / Rate: 112700
Posted: 2026-11-07 09:51:47
-
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: Charleston, US-SC
Salary / Rate: 112700
Posted: 2026-11-07 09:51:46
-
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: Philadelphia, US-PA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:46
-
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: Pittsburgh, US-PA
Salary / Rate: 112700
Posted: 2026-11-07 09:51:45
-
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: Tulsa, US-OK
Salary / Rate: 112700
Posted: 2026-11-07 09:51:44
-
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: Eugene, US-OR
Salary / Rate: 112700
Posted: 2026-11-07 09:51:44
-
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-OR
Salary / Rate: 112700
Posted: 2026-11-07 09:51:43
-
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: Oklahoma City, US-OK
Salary / Rate: 112700
Posted: 2026-11-07 09:51:42
-
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: Minot, US-ND
Salary / Rate: 112700
Posted: 2026-11-07 09:51:42
-
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: Cleveland, US-OH
Salary / Rate: 112700
Posted: 2026-11-07 09:51:41
-
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: Columbus, US-OH
Salary / Rate: 112700
Posted: 2026-11-07 09:51:40
-
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: Fargo, US-ND
Salary / Rate: 112700
Posted: 2026-11-07 09:51:40
-
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: Cincinnati, US-OH
Salary / Rate: 112700
Posted: 2026-11-07 09:51:39
-
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: Wilmington, US-NC
Salary / Rate: 112700
Posted: 2026-11-07 09:51:39
-
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: Albuquerque, US-NM
Salary / Rate: 112700
Posted: 2026-11-07 09:51:38
-
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: Albany, US-NY
Salary / Rate: 112700
Posted: 2026-11-07 09:51:37
-
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: Rochester, US-NY
Salary / Rate: 112700
Posted: 2026-11-07 09:51:37
-
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: Buffalo, US-NY
Salary / Rate: 112700
Posted: 2026-11-07 09:51:36
-
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: Charlotte, US-NC
Salary / Rate: 112700
Posted: 2026-11-07 09:51:35
