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

- **Company:** Maximus, Inc.
- **Location:** Charleston, WV, United States (Remote available)
- **Experience:** Expert
- **Salary:** $90,160.0 - $135,240.0
- **Contract:** Permanent contract
- **Skills:** JIRA, VoIP, Cloud Computing, PC Tools, Azure Active Directory, Genesys, Headsets, Servicenow
- **Published:** November 7, 2026
- **Apply:** https://dejobs.org/x/x/1339E52FE5454A05B2E5C1D733E2ADC0/job/

## About the Role

'- 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.

## Description

* 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.