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 all 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 related field; Information Technology Infrastructure Library (ITIL) Foundation 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 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 General Physical Requirements needed to perform 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. Close 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 outside elements. Security : Active Federal Civilian Public Trust clearance U.S. Citizenship or Permanent Resident 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 Security Investigations Index (SII) DOD Defense Central Investigations Index (DCII) National Agency Check (NAC) records FBI name check FBI fingerprint check Credit report check Written inquiries to previous employers and references listed on the application for employment Potential interviews with the subject, spouse, neighbors, supervisor, coworkers Law enforcement check Court records check Education check - Attendance and Degrees Acceptable Credentials Tasks/activities include, but are not limited to: 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 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. Oxley Enterprises, Inc. offers a full array of benefits including: 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. Oxley Enterprises®, Inc. 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 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified 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 Oxley Enterprises, Inc., please send an email to our Human 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 reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify