Helpdesk Shift Supervisor

Maximus; Annapolis (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client, supporting mission-critical systems on-site in Annapolis Junction, MD. You will supervise Tier 1/2 staff, triage incidents, and coordinate 24x7 coverage.

Requires an active Secret clearance and US citizenship, with 12+ years in Helpdesk/ServiceDesk and strong leadership, communication, and ticketing experience.

Qualifications

• Active Secret clearance is required.
• US Citizens only can be considered.
• 12+ years of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service.
• Candidates must reside within commutable distance for daily onsite work and on-call requirements.
• Flexible shift work with multiple schedules including 1st, 2nd, 3rd shifts.

Responsibilities

• Provide Tier 2 IT support for a mission-critical platform.
• Supervise assessment and categorization of incoming requests for proper level of support.
• Log, track, and manage incidents using the ticketing system; ensure timely resolution and end-user communication.
• Provide first-line supervision for hardware, software, and network issues; escalate when needed.
• Mentor and assign work to Tier 1 Support Specialists and ensure shifts are covered.
• Develop and maintain SOPs, triage methodologies, and knowledge base articles.
• Coordinate with other IT teams to ensure escalation and resolution of complex issues.

Skills

Leadership

Mentoring

Technical support

Ticketing system

Shift management

Communication

Job description

Maximus is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.

As Helpdesk Shift Supervisor, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems. You will also be responsible for supervising other Operations Support Center operators, and act as both mentors and a direct line of escalation.

This role is on-site in Annapolis Junction, MD and requires an active Secret clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS147, T3, Band 6

Job-Specific Essential Duties and Responsibilities:

• Provide Tier 2 IT Support services for a mission critical platform.
• Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required.
• Log, track, and manage incidents and service requests using the organization’s ticketing system, ensuring timely resolution and communication with end-users.
• Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as necessary.
• Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
• Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more.
• Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
• Hold the team accountable through innovation meetings to determine the best way to increase performance and shift-left potential risks and challenges.
• Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues.
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.
• Schedule and align resources on the team to ensure 24x7 coverage of the systems.
• Responsible for the performance and mentorship of other Tier 1 Support Specialists, acting as a guide and providing direct work assignments.
• Supervise Tier 1 Support Specialists, overseeing their duties and functions and act as a direct line of escalation.
• Provide training and documentation of SOPs, rhythms, and triage/diagnose methodologies to all Tier 1 Support Specialists.
• Act as the career mentor for Tier 1 Support Specialists. Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring shifts are covered with appropriate back-up in the event of unexpected circumstances.
• Other tasks as assigned.

Job-Specific Minimum Requirements:

• Active Secret clearance is required.
• Due to federal requirements, only US Citizens can be considered.
• 12+ years of experience in Helpdesk/ ServiceDesk/ Call Center OR equivalent experience in customer service.
• Candidates must reside within a commutable distance for daily onsite work and on-call requirements.
• This position includes flexible shift work that rotates based on customer needs, offering exposure to a range of schedules, including 1st, 2nd, 3rd, and Panama shifts.

#techjobs #clearance #veteransPage #APPCASTDTO

TCS147, T3, Band 6

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [e-mail] .