Helpdesk Site Lead: Ops & Leadership

Maximus; Corridor North (MD); On-site; USD 100,000 - 120,000; Full time

Job summary

Maximus seeks an experienced OSC Operations Lead to oversee day-to-day management of the Operations Support Center, coordinate with contract and government stakeholders, and drive performance through coaching and structured leadership. The role emphasizes incident management, metrics reporting, and team development.

The position requires relocation? not specified, but entails on-site responsibilities and 24x7 support readiness with on-call rotation.

Qualifications

• Active Secret clearance is required.
• US Citizens only due to contract requirements.
• 12+ years of related professional experience in help desk, service desk, operations support center, or similar IT support operations.
• Demonstrated ability to lead shift teams with coaching, clear direction, and leadership by example.
• Experience managing schedules, staffing, performance, interviews, training, and resource coverage in mission-critical environments.
• Ability to identify incident root causes and develop solutions to restore operations.
• Excellent written and verbal communication skills for updates to internal teams and government stakeholders.

Responsibilities

• Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract/government stakeholders on support issues.
• Lead, motivate, schedule, and manage OSC operators to ensure optimal performance and coverage, including holidays, PTO, and on-call rotation.
• Provide guidance, coaching, and hands-on assistance to ensure SLAs are met and customer support remains high quality.
• Ensure operators respond to customer requests via phone and IT tools, troubleshooting as directed.
• Monitor response times, resolution quality, first-call resolution, and ticket volumes; identify trends and improve performance.
• Assess incident impact/urgency; prioritize issues within SLAs and communicate status to teams, management, and stakeholders.
• Document incident classification, impact, escalation, troubleshooting, resolution, and closure for PMR reporting.
• Gather, validate, analyze, and present OSC metrics and PMR reports to management and contract leadership.
• Create recurring and ad hoc operational reports to support leadership decisions.
• Use monitoring and ticketing tools to identify issues early and generate trend reports.
• Develop and maintain SOPs, work instructions, and knowledge resources to boost consistency and productivity.
• Create/track access requests for new OSC operators.
• Prepare team for new product/service releases and participate in change management.
• Develop training activities to strengthen business, customer service, and technical knowledge.
• Participate in interviews for new OSC operators and advise on development/advancement.
• Maintain knowledge of help desk and service management best practices and industry trends.

Skills

Leadership

Coaching

Scheduling

Customer service

Communication

Operations monitoring

Tools

ServiceNow

Ticketing systems

Microsoft Office

Job description

Maximus seeks an experienced OSC Operations Lead to oversee day-to-day management of the Operations Support Center, coordinate with contract and government stakeholders, and drive performance through coaching and structured leadership. The role emphasizes incident management, metrics reporting, and team development.

The position requires relocation? not specified, but entails on-site responsibilities and 24x7 support readiness with on-call rotation.