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

- **Company:** Maximus, Inc.
- **Location:** Tysons, VA, United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, VoIP, Cloud Computing, PC Tools, Azure Active Directory, Genesys, Headsets, Servicenow
- **Published:** November 8, 2026
- **Apply:** https://www.careerbuilder.com/job-details/service-desk-manager-cloud-contact-center-itil4-servicenow-jira-tysons-va--e3a60eb3-1a9a-4d44-9c54-3f553e3dd7fb

## About the Role

ServiceNow, Customer Support/Service, Cloud Computing, ITIL (IT Infrastructure Library), Atlassian JIRA, Contact Management, Call Center Management, Customer Support/Service, Forecasting, Help Desk, 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.