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

• 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 teams on state health and human services contracts.

$90,160

Maximum Salary

$135,240