Associate Service Desk Analyst Jobs in Frederick, MD

Role: Service Desk/Contact Center Functional Manager

Location: Rockville, MD (Hybrid 2 days/week)

Duration: 6+ month with possible extension

Position Summary
The Service Desk Functional Manager is responsible for leading the day-to-day operations of a  high-volume enterprise service desk supporting a diverse user community across multiple  business-critical applications and services. This role oversees customer support operations,  including phone and email intake, ticket triage, issue resolution, escalation management,  customer communications, queue management, and operational performance monitoring. The Service Desk Functional Manager ensures the service desk consistently delivers exceptional  customer service while meeting contractual service levels, performance metrics, and operational  objectives. The position supports an environment processing more than 120,000 annual tickets  and contacts, maintains extended business-hour operations, supports designated weekend  coverage during peak periods, and manages operational readiness for recurring surge events. This individual serves as the primary operational leader for service desk staff, ensuring efficient  service delivery, knowledge management, workforce coordination, and continuous improvement  initiatives.

Key Responsibilities
• Lead daily service desk operations, including phone, email, and ticket-based support  channels.
• Manage Tier I and Tier II support teams responsible for incident, request, and case  management activities.
• Oversee ticket intake, prioritization, assignment, escalation, tracking, and resolution  processes.
• Monitor service desk queues, workloads, staffing levels, and operational performance  metrics.
• Ensure compliance with service level agreements (SLAs), operational procedures, and  quality standards.
• Develop, maintain, and enforce standard operating procedures (SOPs), escalation paths,  and support processes.
• Drive improvements in first-contact resolution, customer satisfaction, ticket aging  reduction, and repeat-contact prevention.
• Coordinate with application support teams, technical teams, and business stakeholders to  resolve complex issues.
• Lead workforce planning and surge readiness activities to support periods of increased  demand.
• Oversee knowledge management activities, including knowledge article creation,  maintenance, and utilization.
• Produce operational reports, dashboards, and performance analyses to support  management decision-making.
• Identify process improvement opportunities and implement service delivery  enhancements.

Required Qualifications
• Bachelor's degree in Information Technology, Business Administration, Healthcare  Administration, or a related field. Equivalent experience may be considered.
• Minimum 5–8 years of experience managing enterprise service desk, help desk, or  contact center operations.
• Demonstrated experience leading Tier I and Tier II support teams in a high-volume  customer support environment.
• Experience managing environments processing 120,000+ annual tickets, cases, or  customer contacts.
• Strong knowledge of incident management, service request management, escalation  procedures, and customer support best practices.
• Experience managing service desk operations utilizing ticketing platforms, call center  technologies, and workforce management tools.
• Proven experience with queue management, SLA monitoring, ticket aging management,  and operational reporting.
• Strong leadership, communication, coaching, and team development skills.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred Qualifications
• Experience supporting healthcare, health insurance, government, or highly regulated  industries.
• Experience supporting large-scale enrolment, customer service, or seasonal surge  operations.
• Familiarity with customer support environments serving external customers, business  partners, and stakeholders.
• Experience working with enterprise application support organizations.
• Knowledge of IT Service Management (ITSM) frameworks and service delivery best  practices.

Technical Skills
• ServiceNow Incident, Request, Case, and Knowledge Management
• Assignment Groups and Queue Management
• SLA Monitoring and Compliance Reporting
• Knowledge Base Administration (KBAs)
• Operational Metrics and Dashboard Reporting
• NICE CXone Contact Center Platform
• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Call Routing and Queue Monitoring
• Workforce Management and Scheduling
• Reporting and Analytics Platforms (including Tableau or similar tools)

Certifications
One or more of the following certifications are preferred:
• ITIL® 4 Foundation
• HDI Support Center Manager (HDI-SCM)
• HDI Support Center Team Lead (HDI-SCTL)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (preferred)
• Equivalent Service Management or Contact Center Certification

Knowledge, Skills, and Abilities
• Service Desk and Help Desk Operations Management
• Contact Center Operations
• Customer Service Excellence
• Workforce Planning and Surge Management
• Incident and Escalation Management
• Process Improvement and Continuous Service Improvement
• Performance Metrics and Operational Reporting
• Stakeholder Relationship Management
• Team Leadership and Staff Development
• Problem Solving and Decision Making

The ideal candidate is a hands-on operational leader with a strong background in enterprise  service desk and contact center management, capable of delivering high-quality customer  support services in a fast-paced, metrics-driven environment