Service Desk Manager

Job Summary

Owning the operational backbone of service delivery, the full-time remote Service Desk/Ticket Manager will govern the end-to-end Jira workflow, ensure SLA compliance, and manage stakeholder communication for a mission-critical platform supporting the Department of Veterans Affairs.

Key responsibilities

• Establish and maintain VA-approved policies and procedures for processing requirements and service requests through Jira
• Monitor and track service request response times across various severity classifications, producing weekly trend reports
• Coordinate stakeholder training on service request intake procedures and ensure clarity in request paths

Required qualifications

• Bachelor's Degree in information technology, business administration, or a related field
• 5 years of experience in IT service management and service desk operations
• ITIL Foundation certification (preferred)
• Above average knowledge of Jira Service Management configuration
• Experience supporting federal government programs and enterprise-scale applications in cloud-based or hybrid environments