Helpdesk Shift Supervisor - Tier 2 IT Lead (On-Site)

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, 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.