Helpdesk Shift Supervisor

Maximus; Corridor North (MD); On-site; USD 55,000 - 70,000; Full time

Job summary

Maximus is seeking an experienced IT support lead to provide Tier 2 assistance for a mission-critical platform. You will supervise Tier 1 specialists, ensure SLAs are met, and help develop SOPs to improve operations.

The role requires a Secret clearance and willingness to participate in a 24x7 on-call rotation, with flexible shifts across days, evenings, and weekends. You will also mentor staff and contribute to knowledge base efforts.

Qualifications

• 7+ years of experience in helpdesk, service desk, or equivalent customer support.
• Active Secret clearance is required.
• Willingness to work a 24x7x365 on-call rotation and extended shifts.

Responsibilities

• Provide Tier 2 IT support for a mission-critical platform.
• Supervise Tier 1 Specialists and serve as escalation point.
• Develop and maintain SOPs and work instructions.
• Create and manage access requests for new OSC operators.
• Improve first-call resolution and SLA adherence.
• Provide guidance on KBAs and staff training.
• Monitor incident response times and report trends.
• Coordinate with stakeholders during support events.
• Schedule OSC staff and plan resources including holidays.

Skills

IT Support

Team Leadership

SLA Monitoring

Communication

On-Call Readiness

Tools

ServiceNow

Monitoring Tools

Job description

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5Job-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.Minimum Requirements:- 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.#techjobs #clearance #veteransPage #APPCASTDTO #maxclearedMinimum RequirementsTCS146, T2, Band 5EEO StatementMaximus 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 TransparencyMaximus 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.AccommodationsMaximus 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] .Minimum Salary$55,000.00Maximum Salary$70,000.00