Helpdesk Shift Lead - 24x7 IT Support (Secret Clearance)

Maximus; Maryland; On-site; USD 55,000 - 70,000; Full time

Job summary

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a federal client’s mission critical systems. This onsite role at Annapolis Junction, MD requires supervising Operations Support Center operators and mentoring Tier 1 staff, with direct escalation duties.

The position demands an Active Secret clearance, 7+ years in Helpdesk/ServiceDesk, and the ability to coordinate 24x7 coverage across rotating shifts. Compensation ranges from $55,000 to $70,000 annually.

Qualifications

• Active Secret clearance required.
• 7+ years of Helpdesk/ServiceDesk/Call Center experience or equivalent customer service.
• Must reside within commutable distance for daily onsite work and on-call requirements.
• Flexible shift work including 1st, 2nd, 3rd and Panama shifts.

Responsibilities

• Provide Tier 2 IT Support for a mission-critical platform.
• Supervise Tier 1 Support Specialists and mentor team members.
• Log, track, and manage incidents using the ticketing system with timely end-user communication.
• Coordinate 24x7 coverage and optimize incident response and triage methodologies.
• Develop SOPs and knowledge base to improve support efficiency.

Skills

Secret clearance

Helpdesk experience

On-site work

Job description

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a federal client’s mission critical systems. This onsite role at Annapolis Junction, MD requires supervising Operations Support Center operators and mentoring Tier 1 staff, with direct escalation duties.

The position demands an Active Secret clearance, 7+ years in Helpdesk/ServiceDesk, and the ability to coordinate 24x7 coverage across rotating shifts. Compensation ranges from $55,000 to $70,000 annually.