ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos
Leidos
ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos
Job Description
ServiceNow Desk Manager (Genesys ACD-IVR System) - Leidos
Join Leidos in Stuttgart, Germany, to lead IT service desk excellence on critical DoD missions. Outthink, outbuild, and outpace the status quo as ServiceNow Desk Manager, overseeing Genesys ACD-IVR and ServiceNow operations for seamless support.
Key Responsibilities
- Manage daily service desk to ensure efficient IT issue resolution and exceptional customer service.
- Optimize Genesys ACD/IVR for advanced call routing, IVR scripting, and self-service portals.
- Design ServiceNow automations for incident/request fulfillment, leveraging Flow Designer and reporting.
- Lead team development, fostering collaboration and continuous improvement.
- Analyze KPIs like first-call resolution and CSAT to drive process enhancements.
- Coordinate major incident response and vendor collaborations with Genesys/ServiceNow.
Required Qualifications
- US Citizen with Active TS Clearance (TS/SCI eligible).
- 12+ years IT Service Desk management; 3+ years Genesys ACD-IVR; 3+ years ServiceNow.
- DoD 8570 IAT II+ certification; Bachelor’s in IT/CS or equivalent.
Technical Expertise
Proficiency in Genesys Cloud/Engage, ServiceNow admin, ITIL practices, multi-OS support. Preferred: ITIL, GCP, ServiceNow certs.
Why Leidos?
Thrive in a high-impact role with global reach. Competitive pay $105,300-$190,350 USD, benefits, and career growth in defense IT. Mission demands disruptors—apply now.
Locations
- Stuttgart, Baden-Württemberg, Germany
Salary
105,300 - 190,350 USD / yearly
95,000 - 170,000 EUR / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Genesys ACD-IVR administration and optimizationintermediate
- ServiceNow platform administration (Flow Designer, Service Catalog, reporting)intermediate
- ITIL v3/v4 frameworksintermediate
- Team leadership and mentoringintermediate
- SLA management and KPI monitoringintermediate
- Incident management and root cause analysisintermediate
- Windows/macOS/mobile supportintermediate
- Genesys-ServiceNow integrationintermediate
Required Qualifications
- US Citizen with Active Top Secret Clearance (TS/SCI eligible) (experience)
- 12+ years IT Service Desk Manager experience (experience)
- 3+ years hands-on Genesys ACD-IVR (Cloud/Engage) (experience)
- 3+ years ServiceNow automation/workflows (experience)
- DoD 8570 IAT Level II+ (Security+/CASP+) (experience)
- Bachelor’s in IT/Computer Science or equivalent (experience)
- ITIL Foundation (preferred) (experience)
- Genesys Certified Professional (preferred) (experience)
- ServiceNow Certified System Administrator (preferred) (experience)
Responsibilities
- Oversee service desk operations for timely issue resolution and high customer satisfaction
- Administer/optimize Genesys ACD-IVR for call routing, self-service, and user experience
- Implement/maintain ServiceNow workflows for incident management and reporting
- Lead, mentor, and develop service desk analysts
- Drive process improvements using Genesys/ServiceNow data to reduce resolution times
- Monitor KPIs (first call resolution, ticket closure, CSAT) and report performance
- Manage major incidents, root cause analysis, and business continuity
- Collaborate with Genesys/ServiceNow vendors on updates/integrations
- Develop training/documentation and ensure ITIL/compliance standards
Benefits
- general: Competitive salary $105K-$190K USD with performance incentives
- general: Comprehensive health, dental, vision insurance
- general: 401(k) matching and retirement plans
- general: Paid time off, holidays, and flexible work options
- general: Professional development, certifications, and tuition reimbursement
- general: Relocation assistance for Stuttgart, Germany
- general: Mission-driven culture with cutting-edge DoD projects
Tags & Categories
Answer 10 quick questions to check your fit for ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos @ Leidos.
Related Books and Jobs
ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos
Leidos
ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos
Job Description
ServiceNow Desk Manager (Genesys ACD-IVR System) - Leidos
Join Leidos in Stuttgart, Germany, to lead IT service desk excellence on critical DoD missions. Outthink, outbuild, and outpace the status quo as ServiceNow Desk Manager, overseeing Genesys ACD-IVR and ServiceNow operations for seamless support.
Key Responsibilities
- Manage daily service desk to ensure efficient IT issue resolution and exceptional customer service.
- Optimize Genesys ACD/IVR for advanced call routing, IVR scripting, and self-service portals.
- Design ServiceNow automations for incident/request fulfillment, leveraging Flow Designer and reporting.
- Lead team development, fostering collaboration and continuous improvement.
- Analyze KPIs like first-call resolution and CSAT to drive process enhancements.
- Coordinate major incident response and vendor collaborations with Genesys/ServiceNow.
Required Qualifications
- US Citizen with Active TS Clearance (TS/SCI eligible).
- 12+ years IT Service Desk management; 3+ years Genesys ACD-IVR; 3+ years ServiceNow.
- DoD 8570 IAT II+ certification; Bachelor’s in IT/CS or equivalent.
Technical Expertise
Proficiency in Genesys Cloud/Engage, ServiceNow admin, ITIL practices, multi-OS support. Preferred: ITIL, GCP, ServiceNow certs.
Why Leidos?
Thrive in a high-impact role with global reach. Competitive pay $105,300-$190,350 USD, benefits, and career growth in defense IT. Mission demands disruptors—apply now.
Locations
- Stuttgart, Baden-Württemberg, Germany
Salary
105,300 - 190,350 USD / yearly
95,000 - 170,000 EUR / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Genesys ACD-IVR administration and optimizationintermediate
- ServiceNow platform administration (Flow Designer, Service Catalog, reporting)intermediate
- ITIL v3/v4 frameworksintermediate
- Team leadership and mentoringintermediate
- SLA management and KPI monitoringintermediate
- Incident management and root cause analysisintermediate
- Windows/macOS/mobile supportintermediate
- Genesys-ServiceNow integrationintermediate
Required Qualifications
- US Citizen with Active Top Secret Clearance (TS/SCI eligible) (experience)
- 12+ years IT Service Desk Manager experience (experience)
- 3+ years hands-on Genesys ACD-IVR (Cloud/Engage) (experience)
- 3+ years ServiceNow automation/workflows (experience)
- DoD 8570 IAT Level II+ (Security+/CASP+) (experience)
- Bachelor’s in IT/Computer Science or equivalent (experience)
- ITIL Foundation (preferred) (experience)
- Genesys Certified Professional (preferred) (experience)
- ServiceNow Certified System Administrator (preferred) (experience)
Responsibilities
- Oversee service desk operations for timely issue resolution and high customer satisfaction
- Administer/optimize Genesys ACD-IVR for call routing, self-service, and user experience
- Implement/maintain ServiceNow workflows for incident management and reporting
- Lead, mentor, and develop service desk analysts
- Drive process improvements using Genesys/ServiceNow data to reduce resolution times
- Monitor KPIs (first call resolution, ticket closure, CSAT) and report performance
- Manage major incidents, root cause analysis, and business continuity
- Collaborate with Genesys/ServiceNow vendors on updates/integrations
- Develop training/documentation and ensure ITIL/compliance standards
Benefits
- general: Competitive salary $105K-$190K USD with performance incentives
- general: Comprehensive health, dental, vision insurance
- general: 401(k) matching and retirement plans
- general: Paid time off, holidays, and flexible work options
- general: Professional development, certifications, and tuition reimbursement
- general: Relocation assistance for Stuttgart, Germany
- general: Mission-driven culture with cutting-edge DoD projects
Tags & Categories
Answer 10 quick questions to check your fit for ServiceNow Desk Manager (Genesys ACD-IVR) - Careers at Leidos @ Leidos.
Related Books and Jobs