ServiceNow Desk Manager

The ServiceNow Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization.

Requirements

• Must be a current US Citizen.
• Must currently hold Active Top Secret Clearance with the ability to obtain TS/SCI.
• Minimum of 8 years of experience as an IT Service Desk Manager or a similar role.
• At least 3 years of hands-on experience with Genesys ACD-IVR systems, including configuration, optimization, and reporting.
• At least 3 years of experience with ServiceNow, focusing on automation, incident management, and workflow design.
• Experience with Genesys ACD-IVR and integration into ServiceNow.
• Experience managing to SLAs.
• Must have an DoD 8570 IAT Level II or greater (Security +/CASP/etc)

Benefits

• Paid time off
• 401k matching
• Retirement plan
• Generous parental leave
• Tuition reimbursement
• Relocation assistance