Helpdesk Specialist Site Lead - Annapolis Junction, MD

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 TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7Job-Specific Essential Duties and Responsibilities:- Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract and government stakeholders when support issues arise.- Lead, motivate, schedule, and manage OSC operators to support optimal performance and mission-critical coverage, accounting for holidays, paid time off, and rotational on-call requirements.- Provide guidance, coaching, and hands-on assistance to ensure the OSC team meets established SLAs and delivers timely, high-quality customer support.- Ensure OSC operators respond to customer requests through phone and IT-based communication tools and troubleshoot or resolve incidents as directed.- Monitor response times, resolution quality, first-call resolution, ticket volume, and other service metrics; identify trends and implement methods to improve operational performance and customer satisfaction.- Assess incident impact and urgency, ensure critical issues are prioritized within established SLAs, and communicate clear, concise status updates to internal teams, contract management, and government stakeholders.- Ensure incident records accurately document classification, impact, escalation, troubleshooting, resolution, and closure activities to support daily, weekly, and Program Management Review (PMR) reporting.- Gather, validate, analyze, and present OSC operational metrics and PMR reporting to OSC management and contract leadership.- Create recurring and ad hoc operational reports as needed to support leadership visibility, decision-making, and customer requirements.- Use monitoring and ticketing tools to proactively identify and address potential issues and generate reports on incident trends.- Assist in developing and maintaining formal standard operating procedures, work instructions, and knowledge resources to improve consistency and operational productivity.- Create, submit, track, and follow up on access requests for newly assigned OSC operators.- Prepare the support team for new product and service releases and participate in the organization's change management process.- Develop and maintain training activities that strengthen business, customer service, and technical knowledge across the OSC team.- Participate in interviews for new OSC operators and provide input regarding operator development and advancement.- Maintain current knowledge of help desk and service management best practices, industry trends, and their potential impact on support operations.- Other tasks as assigned.Job-Specific Minimum Requirements:- Active Secret clearance is required.- Due to contract requirements, only US Citizens can be considered.- At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations.- Thorough knowledge of help desk operations, IT service management best practices, industry trends, and customer service principles.- Demonstrated experience influencing positive change across sites within a help desk, service desk, operations support center, call center, or comparable customer support environment.- Demonstrated ability to lead shift teams through structured coaching, clear direction, and leadership by example.- Experience managing schedules, staffing, performance, interviews, training, and resource coverage in a mission-critical support environment.- Ability to identify incident root causes, develop solutions, restore normal operations, and resolve day-to-day operational problems.- Ability to assess incident impact and urgency and ensure critical issues are addressed within established SLAs and stakeholder expectations.- Excellent written and verbal communication skills, including the ability to communicate incident updates clearly and concisely to internal teams, contract management, and government stakeholders.- Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.- Experience managing teams and/or clients across multiple locations and strong customer-facing skills.- Candidates must reside within a commutable distance for daily onsite work and on-call requirements.- Ability to support systems requiring 24x7x365 uptime, meet recall requirements, and participate in a rotational on-call schedule as needed.Preferred Skills and Qualifications:- ServiceNow experience.- ITIL Foundation certification.- Prior DHS suitability.- Experience supporting the migration or implementation of ticketing platforms or service management applications.#techjobs #clearance #veteransPage #APPCASTDTOMinimum RequirementsTCS148, T4, Band 7EEO 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$100,000.00Maximum Salary$120,000.00