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Leidos, Inc.
8d ago

SeviceNow Desk Manager(m/w/x)

Stuttgart
from USD 190,350 / year
Full-timeOn-siteSenior

Description

You will lead a skilled support team while optimizing Genesys and ServiceNow systems to ensure seamless IT service delivery and a high-quality experience for the company's users.

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Requirements

  • •Current US Citizenship
  • •Active Top Secret Clearance with TS/SCI eligibility
  • •12 years experience as IT Service Desk Manager or similar
  • •3 years experience with Genesys ACD-IVR systems
  • •3 years experience with ServiceNow
  • •Experience with Genesys ACD-IVR and ServiceNow integration
  • •Experience managing to SLAs
  • •DoD 8570 IAT Level II or greater
  • •Bachelor’s degree in IT, CS, or equivalent experience
  • •Proficiency in Genesys Cloud or Genesys Engage
  • •Expertise in ServiceNow platform administration
  • •Familiarity with ITIL v3 or v4 frameworks
  • •Knowledge of Windows, macOS, and mobile environments
  • •Strong leadership and team management abilities
  • •Excellent communication and interpersonal skills
  • •Analytical mindset and problem-solving focus
  • •ITIL Foundation or higher
  • •Genesys Certified Professional (GCP) or equivalent
  • •ServiceNow Certified System Administrator or equivalent

Education

Bachelor's degree

Work Experience

12 years

Tasks

  • •Oversee daily IT service desk operations
  • •Lead and mentor service desk analysts
  • •Administer Genesys ACD and IVR systems
  • •Optimize call routing and self-service options
  • •Implement ServiceNow automation workflows
  • •Streamline incident management and request fulfillment
  • •Monitor KPIs and customer satisfaction scores
  • •Manage major incident resolution and root cause analysis
  • •Collaborate with Genesys and ServiceNow vendors
  • •Develop training programs and technical documentation
  • •Ensure compliance with ITIL and security standards
  • •Drive process improvements using system data

Tools & Technologies

Genesys ACD-IVRServiceNowGenesys CloudGenesys EngageFlow DesignerService CatalogWindowsmacOSMobile device support environments

Languages

English – Business Fluent

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