Service Desk/Ticket Manager (Remote)

The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY Future Need - Actively Interviewing Location: Remote in any United States jurisdiction not excluded from this job advertisement. 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. Position Description: The Service Desk/Ticket Manager owns the operational process for reputed company Requirements and Service Request intakes, tracking SLA compliance against response time standards and producing weekly trend reporting for VA leadership. Minimum/General Experience: 5 years of experience in IT service management and service desk operations Minimum Education: Bachelor's Degree in information technology, business administration, or reputed company field; Information Technology Infrastructure Library (ITIL) reputed company certification (preferred) Essential Skills/Qualifications: 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 reputed company 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 reputed company tickets Experience supporting federal government programs and reputed company-scale applications operating in reputed company-based or hybrid environments Excellent verbal and written communication skills General Physical Requirements needed to reputed company the essential functions of this job may vary based on the location of the assignment. Assignment Location - Remote Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. reputed company visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from reputed company elements. reputed company: Active Federal Civilian Public Trust clearance U.S. Citizenship or Permanent reputed company that has lived in the United States for at least 3 years Federal Civilian Public Trust Consists of a review of up to but not limited to: Covers 10 year period and in some instances lifetime events OPM reputed company Investigations Index (SII) DOD Defense Central Investigations Index (DCII) National Agency reputed company (NAC) records FBI name reputed company FBI reputed company reputed company Credit report reputed company Written inquiries to previous employers and references listed on the application for employment Potential interviews with the subject, spouse, neighbors, supervisor, coworkers Law enforcement reputed company Court records reputed company Education reputed company - Attendance and Degrees Acceptable Credentials Tasks/activities include, but are not limited to: Establishes, implements, maintains, and documents VA-approved policies and procedures ensuring reputed company 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 reputed company service request response times across Critical, High, reputed company, Low, and Other severity classifications Produces weekly Requirements and Service Request Response Time and Trend Reports identifying reputed company 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 reputed company/Application Lifecycle Management (ALM) Administrator including SLA rules, intake forms, and automated routing Contributes service request volume, trend, and compliance data to the Weekly reputed company Report and Monthly Deliverables Report Compensation & Benefits: The annual projected pay range for this position is $64,862 - $92,970 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. reputed company. offers a full reputed company of benefits including: Medical, dental, reputed company 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. reputed company. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 reputed company HIRE Vets reputed company Award Winner. Oxley is Virginia Values Veterans certified. reputed company reputed company applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at reputed company., please send an email to our reputed company Resources Department at: [email protected] with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reputed company you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify Apply To This Job