Service Desk/Ticket Manager (Remote)

Oxley Enterprises®, Inc. • Stafford, VA

1d • $64,862 - $92,970 • Remote

About The Position

Own the operational backbone of service delivery for a mission-critical platform supporting the Department of Veterans Affairs (VA). As the Service Desk/Ticket Manager, you will govern the end-to-end Jira workflow, Service Level Agreement (SLA) compliance reporting, and stakeholder communication supporting hundreds of requests across a multitude of applications. The Service Desk/Ticket Manager owns the operational process for all Requirements and Service Request intakes, tracking SLA compliance against response time standards and producing weekly trend reporting for VA leadership.

Requirements

• 5 years of experience in IT service management and service desk operations
• Excellent experience managing end-to-end service request workflows in Jira including intake, classification, assignment, tracking, and closure for monthly tickets
• Excellent ability to track, measure, and report service request response times against SLA standards
• Excellent experience producing weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
• Excellent ability to reduce barriers and complexity for stakeholders requesting assistance, ensuring ease of access, clarity of request paths, and timely engagement
• Excellent experience coordinating stakeholder training on service request intake procedures and expectations
• Above average knowledge of Jira Service Management configuration including SLA rules, customer portals, and automated triage workflows
• Above average ability to coordinate with Network Operations Center (NOC) Analysts and the Monitoring and Incident Manager to ensure consistent severity classification and escalation across all tickets
• Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments
• Excellent verbal and written communication skills
• Active Federal Civilian Public Trust clearance
• U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years

Nice To Haves

• Information Technology Infrastructure Library (ITIL) Foundation certification

Responsibilities

• Establishes, implements, maintains, and documents VA-approved policies and procedures ensuring all requirements and service requests are processed through Jira
• Reduces barriers and complexity for stakeholders requesting assistance, services, or communication with personnel, ensuring ease of access and clarity of request paths
• Monitors and tracks all service request response times across Critical, High, Medium, Low, and Other severity classifications
• Produces weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards
• Provides or coordinates stakeholder training ensuring clear instructions and expectations for Requirements and Service Request intake
• Coordinates with NOC Analysts to ensure consistent severity classification, triage accuracy, and adherence to documented escalation procedures
• Governs Jira workflow configuration in coordination with the Atlassian/Application Lifecycle Management (ALM) Administrator including SLA rules, intake forms, and automated routing
• Contributes service request volume, trend, and compliance data to the Weekly Progress Report and Monthly Deliverables Report

Benefits

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level