Helpdesk Shift Supervisor

Maximus; Annapolis (MD); On-site; USD 95,000 - 115,000; Full time

Job summary

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a federal client, onsite in Annapolis Junction, MD. You will supervise OSC operators, mentor staff, and ensure SLAs while coordinating with government stakeholders.

This role requires an active Secret clearance and supports a 24x7x365 Operations Center with rotating shifts. Shifts rotate with mission needs; candidates must reside within commutable distance to support daily onsite work and on-call requirements.

Qualifications

• 7+ years of experience in helpdesk, service desk, call center, or equivalent customer support.
• Experience supervising or leading others (scheduling, assigning work, mentoring, performance feedback).
• Experience in a DoD or federal contractor environment is preferred.
• Ability to work in a 24x7x365 Operations Center with rotational on-call shifts.

Responsibilities

• Provide Tier 2 IT support for a mission-critical platform.
• Supervise Tier 1 Support Specialists and serve as escalation point.
• Develop and maintain standard operating procedures and work instructions.
• Manage access requests for OSC operators and ensure SLAs are met.
• Monitor incident response times and support staff with problem solving.
• Coordinate with contract and government stakeholders on support issues.
• Lead training and knowledge base initiatives for the OSC team.
• Plan staffing and scheduling for on-site operations including holidays and PTO.
• Prepare the team for new product and service releases and report metrics.

Skills

Leadership

Shift management

Customer service

Mentoring

SLA monitoring

Communication

Tools

ServiceNow

Job description

Maximus is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client in support of mission-critical systems that help defend our homeland.

As the Helpdesk Shift Supervisor, you will provide technical support to users and clients by triaging issues, researching solutions, and answering questions related to the program and its systems. You will also supervise Operations Support Center operators, serving as both a mentor and a direct line of escalation. It is a strong fit for a service desk, help desk, or operations center professional who enjoys leading people and keeping a mission running.

Shifts rotate with mission needs and schedules are assigned, not selected.

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: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

• Provide Tier 2 IT support services for a mission-critical platform.
• Supervise Tier 1 Support Specialists, oversee their duties and functions, and serve as a direct line of escalation.
• Assist in developing and maintaining formal standard operating procedures and work instructions to promote consistency and improve operational productivity.
• Create, submit, and follow up on access requests for newly assigned OSC operators.
• Assist in implementing methodologies to improve first-call resolution rates.
• Provide guidance and assistance to ensure the OSC team meets all established Service Level Agreements (SLAs).
• Provide guidance and spot training related to Knowledge Base Articles (KBAs).
• Monitor issue response times and support the operations team in strengthening problem-solving skills.
• Provide effective leadership and communication to manage daily OSC operator activities and coordinate with contract and government stakeholders when support issues arise.
• Ensure OSC operators respond to customer inquiries by phone or IT-based communication tools and can troubleshoot and resolve issues as directed.
• Manage and schedule OSC staff for optimal performance, including resource planning for mission-critical support while accounting for holidays and paid time off.
• Assist in preparing the support team for new product and service releases.
• Maintain current knowledge of industry trends and assess their potential impact on support operations.
• Assist with interviews for new OSC operators and provide feedback to support OSC operator promotions.
• Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction.
• Assist in creating and maintaining a training program to increase business, customer service, and technical knowledge.
• Participate in the organization’s change management process.
• Maintain detailed records of incidents, including reporting, classification, and resolution steps for daily and weekly metric reporting.
• Gather and present PMR metric reporting to OSC management, contract leadership, and government stakeholders.
• Use monitoring tools to proactively identify and address potential issues and generate reports on incident trends.
• Provide backup support to the OSC Lead to ensure continuity of daily operations.
• Other duties as assigned.
• Active Secret clearance is required.
• 7+ years of experience in helpdesk, service desk, call center, or equivalent customer service support.
• Candidates must reside within a commutable distance to support daily onsite work and on-call requirements.
• This role supports a 24x7x365 Operations Center, requiring participation in a rotational on‑call schedule and the ability to work up to 12‑hour shifts, including weekends and holidays, throughout the year.
• 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.

Preferred Requirements:

• Experience supervising or leading others (scheduling, assigning work, mentoring, performance feedback).
• Real‑time incident escalation, including participation in bridge calls.
• Queue management, ticket triage, and SLA/KPI monitoring in ServiceNow or a similar ticketing system.
• Customer de‑escalation and client‑facing communication.
• Experience maintaining two‑person shift coverage in a 24x7 environment.
• Operations center experience (NOC, command center, or similar) with a clear effort to grow in IT, such as certifications or technical education.
• ITIL or Agile familiarity.
• Experience in a DoD or federal contractor environment.

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TCS146, T2, Band 5

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] .