MA
Maximus

Service Desk Manager - Cloud Contact Center

Phoenix, Maricopa County
On-site
Full-time
No salary postedToday
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Employment type
Full-time · On-site
Posted
November 7, 2026
NOC code
22221 — User support technicians

Hiring confidence: Sparse posting · 22/100

This posting is missing most of the signals we look for, or shows patterns common to listings that are not actively being filled. Check with the employer before applying. How this is scored

Job Overview

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Maximus is currently seeking a Service Desk Manager. This is a remote position. Essential Duties and Responsibilities: - 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 maint…

This role is based in Phoenix, Maricopa County. The Canadian NOC code for this position is 22221 — User support technicians. Maximus is hiring for this full-time position through Jobily, where you can check how well your resume matches the posting before you apply.

What you'll do

  • Forecast potential Help Desk issues based on 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 to ensure compliance with contractual and internal SLAs
  • Develop and maintain service desk processes and documentation

What you'll need

  • ITIL4 certification or equivalent knowledge
  • ServiceNow experience
  • Jira experience
  • Help Desk management experience
  • Experience with Service Level Agreements (SLAs)
  • Remote work capability

About the Company

MA

Maximus