Helpdesk Shift Supervisor — On‑Site 24/7 Support (Secret)

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 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.