Service Desk Manager

*Description*

Leads day-to-day contact center and service desk operations, including phones, email, chat, self-service, ticket triage, issue resolution, escalation, customer communication, queue management, policy and process adherence, and operational performance monitoring. Manages service delivery for Client users and stakeholders across healthcare systems such as QHP, HIOS, MQI, Eligibility and Enrollment, RxDC, EDE, and other applications. Ensures the operation can process 150,000+ annual tickets, support 8 a.m.-8 p.m. Monday through Friday operations, provide coverage for designated Open Enrollment weekends, and respond to at least two annual surges.

KEY RESPONSIBILITIES

• Lead Tier I/Tier II service desk operation/Contact Center for 150,000+ annual ticket volume
• Manage ServiceNow incident/case management, assignment groups, queues, and SLAs
• Oversee NICE CXone ACD/IVR, call routing, queue monitoring, and workforce support
• Develop and maintain SOPs, escalation procedures, and knowledge base articles
• Monitor aging tickets, first-time resolution rates, and repeat-contact reduction
• Coordinate with application teams for QHP, HIOS, MQI, EDE, RxDC, and E&E systems
• Manage surge staffing and extended hours coverage during Open Enrollment
• Workforce planning and staffing management
• Drive continuous improvement in customer satisfaction and operational efficiency
• Omnichannel/Multi-modal support management in a complex environment
• Policy and Program management
• Drive and maintain a positive program culture
• Assist with defining business requirements and enhancements

*Job Type & Location*

This is a Contract position based out of Catonsville, MD.

*Pay and Benefits*

The pay range for this position is $50.00 - $50.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

*Workplace Type*

This is a fully remote position.

*Application Deadline*

This position is anticipated to close on Aug 13, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance*

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector*

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):*

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.