Helpdesk Shift Supervisor: Mission-Critical Lead

Maximus, Inc.

Maryland

On-site

USD 55,000 - 70,000

Full time

4 days ago

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Job summary

Maximus, Inc. seeks a Helpdesk Shift Supervisor for on-site role in Annapolis Junction, MD, supporting a federal client with mission-critical systems. You will triage issues, mentor OSC operators, and coordinate with government stakeholders.

Shifts rotate and require active Secret clearance. This leadership position oversees Tier 1/2 support, helps improve first-call resolution, and ensures SLAs are met. The role demands strong customer service and the ability to work in a 24x7 environment with

Qualifications

Active Secret clearance is required.
7 years of experience in helpdesk, service desk, or equivalent.
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.
Shifts rotate with mission needs and schedules are assigned, not selected.

Responsibilities

Provide Tier 2 IT support for a mission-critical platform.
Supervise Tier 1 Support Specialists and act as escalation point.
Assist in developing and maintaining formal standard operating procedures and work instructions.
Manage and schedule OSC staff for optimal performance.
Monitor incident response times and support the operations team in strengthening problem-solving skills.