ServiceNow Desk Manager (Genesys ACD-IVR Systems)s

Overview

Join to apply for the Service Desk Manager role at CACI International Inc .

Job Category: Information Technology | Time Type: Full time | Minimum Clearance Required to Start: Secret | Employee Type: Regular-Long Term Assignment | Percentage of Travel Required: Up to 10% | Type of Travel: Local

The Service Desk Manager oversees 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. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.

Responsibilities

• Service Desk Operations: Manage and oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
• Genesys ACD-IVR Management: Administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self-service options, and enhanced user experiences.
• ServiceNow Automation: Implement and maintain ServiceNow automation workflows to streamline incident management, request fulfillment, and reporting processes.
• Team Leadership: Supervise, mentor, and develop a team of service desk analysts, fostering a culture of collaboration and continuous improvement.
• Process Improvement: Identify opportunities for process optimization, leveraging ServiceNow and Genesys data to enhance service delivery and reduce resolution times.
• Performance Metrics: Monitor and report on KPIs such as first call resolution, ticket closure rates, and customer satisfaction scores.
• Incident and Problem Management: Oversee major incident resolution and root cause analysis, ensuring minimal disruption to business operations.
• Vendor Coordination: Collaborate with Genesys and ServiceNow vendors to implement updates, resolve issues, and explore new features or integrations.
• Training and Documentation: Develop and maintain training programs and documentation for service desk staff and end-users on Genesys and ServiceNow functionalities.
• Compliance and Security: Ensure service desk operations comply with organizational policies, ITIL frameworks, and data security standards.

Qualifications

• Must be a current US Citizen.
• Must currently hold Active Top Secret Clearance with the ability to obtain TS/SCI.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• IAT Level II or greater (Security +/CASP/etc)
• Minimum of 5 years of experience in IT service desk management 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.

Technical Skills

• Proficiency in Genesys Cloud or Genesys Engage for call routing and IVR scripting.
• Expertise in ServiceNow platform administration, including Flow Designer, Service Catalog, and reporting modules.
• Familiarity with ITIL v3 or v4 frameworks and best practices.
• Knowledge of Windows, macOS, and mobile device support environments.

Soft Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills to interact with stakeholders at all levels.
• Analytical mindset with a focus on problem-solving and process improvement.

Certifications (Desirable)

• ITIL Foundation or higher.
• Genesys Certified Professional (GCP) or equivalent.
• ServiceNow Certified System Administrator or equivalent.

Compensation and Benefits

The proposed salary range is $67,800 - 142,200 USD. Final salary depends on factors such as location, experience, skills, and certifications. CACI offers competitive compensation, benefits and opportunities for learning and development, including healthcare, wellness, retirement, family support, continuing education, and time off benefits. Equal Opportunity Employer statement: CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Notes

Seniority level: Mid-Senior level • Employment type: Full-time • Job function: Information Technology • Industries: IT Services and IT Consulting

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