ServiceNow Desk Manager

ServiceNow Desk Manager (Genesys ACD‑IVR System)

The ServiceNow Desk Manager (Genesys ACD‑IVR System) is responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.

Responsibilities

• Oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
• Administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self‑service options, and enhanced user experiences.
• Implement and maintain ServiceNow automation workflows to streamline incident management, request fulfillment, and reporting processes.
• Supervise, mentor, and develop a team of service desk analysts, fostering a culture of collaboration and continuous improvement.
• Identify opportunities for process optimization, leveraging ServiceNow and Genesys data to enhance service delivery and reduce resolution times.
• Monitor and report on key performance indicators (KPIs) such as first call resolution, ticket closure rates, and customer satisfaction scores.
• Oversee major incident resolution and root cause analysis, ensuring minimal disruption to business operations.
• Collaborate with Genesys and ServiceNow vendors to implement updates, resolve issues, and explore new features or integrations.
• Develop and maintain training programs and documentation for service desk staff and end‑users on Genesys and ServiceNow functionalities.
• Ensure service desk operations comply with organizational policies, ITIL frameworks, and data security standards.

Qualifications

• Must be a current US Citizen.
• Must currently hold Active Top Secret Clearance with the ability to obtain TS/SCI.
• Minimum of 8 years of experience as an IT Service Desk Manager or a similar role.
• At least 3 years of hands‑on experience with Genesys ACD‑IVR systems, including configuration, optimization, and reporting.
• At least 3 years of experience with ServiceNow, focusing on automation, incident management, and workflow design.
• Experience with Genesys ACD‑IVR and integration into ServiceNow.
• Experience managing to SLAs.
• Must have a DoD 8570 IAT Level II or greater (Security +/CASP/etc).
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Technical Skills

• Proficiency in Genesys Cloud or Genesys Engage for call routing and IVR scripting.
• Expertise in ServiceNow platform administration, including Flow Designer, Service Catalog, and reporting modules.
• Familiarity with ITIL v3 or v4 frameworks and best practices.
• Knowledge of Windows, macOS, and mobile device support environments.

Soft Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills to interact with stakeholders at all levels.
• Analytical mindset with a focus on problem‑solving and process improvement.

Certifications (preferred)

• ITIL Foundation or higher.
• Genesys Certified Professional (GCP) or equivalent.
• ServiceNow Certified System Administrator or equivalent.

At Leidos, we don’t want someone who \“fits the mold\“—we want someone who melts it down and builds something better. This is a role for the restless, the over‑caffeinated, the ones who ask, “what’s next?” before the dust settles on “what’s now.”

If you’re already scheming step 20 while everyone else is still debating step 2… good. You’ll fit right in.

Original Posting

October 21, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

$80,600.00 – $145,700.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include: responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.