Service Desk Manager - Cloud Contact Center, ITIL4, ServiceNow, Jira at Maximus · United States · Joined
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Service Desk Manager - Cloud Contact Center, ITIL4, ServiceNow, Jira
Maximus · United States · Just now · 0 applicants
NewRemoteFull-timeManager
Pay
$90k–$135kListed
Workplace
Remote
Job type
Full-time
Level
Manager
Team: Service Desk · Source: jobright · Posted by joined-scrapper
About the role
Maximus is hiring a Service Desk Manager to lead IT support for contact center staff on a Kentucky CCaaS contract. The role oversees service desk operations, escalations, staff access and training, and coordination with the Commonwealth Service Desk.
What you’ll do
Oversee service desk operations for contact center staff
Manage ticket escalation and performance
Oversee staff access and training
Coordinate with the Commonwealth Service Desk
Support call center staff with softphones, VoIP, headsets, and agent desktop tools
What you’ll need
Bachelor's degree in relevant field and 5+ years of relevant professional experience, or equivalent combination
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
Experience with ticketing tools such as ServiceNow or Jira Service Management
Experience with Azure Active Directory / Entra ID account management and managing remote support teams on state health and human services contracts
Original job description
Maximus is hiring a Service Desk Manager to run IT support for contact center staff on its Kentucky CCaaS contract. The role oversees service desk operations, ticket escalation and performance, staff access and training, and coordination with the Commonwealth Service Desk.Bachelor's degree in relevant field of study and 5+ years of relevant professional…