Service Desk/Ticket Manager (Remote)

Position Description: The Service Desk/Ticket Manager owns the operational process for all Requirements and Service Request intakes, tracking SLA compliance against response time standards and producing weekly trend reporting for VA leadership., * Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Typing, communicating, repetitive motions.
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
• Inside environmental conditions with protection from outside elements.

Security: Active Federal Civilian Public Trust clearance

• U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years

Federal Civilian Public Trust Consists of a review of up to but not limited to:

• Covers 10 year period and in some instances lifetime events
• OPM Security Investigations Index (SII)
• DOD Defense Central Investigations Index (DCII)
• National Agency Check (NAC) records
• FBI name check
• FBI fingerprint check
• Credit report check
• Written inquiries to previous employers and references listed on the application for employment
• Potential interviews with the subject, spouse, neighbors, supervisor, coworkers
• Law enforcement check
• Court records check
• Education check - Attendance and Degrees

Acceptable Credentials

Tasks/activities include, but are not limited to:

• Establishes, implements, maintains, and documents VA-approved policies and procedures ensuring all requirements and service requests are processed through Jira
• Reduces barriers and complexity for stakeholders requesting assistance, services, or communication with personnel, ensuring ease of access and clarity of request paths
• Monitors and tracks all service request response times across Critical, High, Medium, Low, and Other severity classifications
• Produces weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
• Provides or coordinates stakeholder training ensuring clear instructions and expectations for Requirements and Service Request intake
• Coordinates with NOC Analysts to ensure consistent severity classification, triage accuracy, and adherence to documented escalation procedures
• Governs Jira workflow configuration in coordination with the Atlassian/Application Lifecycle Management (ALM) Administrator including SLA rules, intake forms, and automated routing
• Contributes service request volume, trend, and compliance data to the Weekly Progress Report and Monthly Deliverables Report

Minimum/General Experience: 5 years of experience in IT service management and service desk operations

Minimum Education: Bachelor's Degree in information technology, business administration, or related field; Information Technology Infrastructure Library (ITIL) Foundation certification (preferred)

Essential Skills/Qualifications:

• Excellent experience managing end-to-end service request workflows in Jira including intake, classification, assignment, tracking, and closure for monthly tickets
• Excellent ability to track, measure, and report service request response times against SLA standards
• Excellent experience producing weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
• Excellent ability to reduce barriers and complexity for stakeholders requesting assistance, ensuring ease of access, clarity of request paths, and timely engagement
• Excellent experience coordinating stakeholder training on service request intake procedures and expectations
• Above average knowledge of Jira Service Management configuration including SLA rules, customer portals, and automated triage workflows
• Above average ability to coordinate with Network Operations Center (NOC) Analysts and the Monitoring and Incident Manager to ensure consistent severity classification and escalation across all tickets
• Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments
• Excellent verbal and written communication skills

4.04.0 out of 5 stars Stafford, VA 22554 Remote $64,862 - $92,970 a year - Full-time, Pulled from the full job description

• Prescription drug insurance
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, CompensationBenefits: The annual projected pay range for this position is $64,862 - $92,970 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.