Service Desk Manager

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