Lead Helpdesk Ops Supervisor — 24x7 IT Support (Secret)

Maximus; Annapolis (MD); On-site; USD 75,000 - 105,000; Full time

Job summary

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a mission-critical platform in Annapolis Junction, MD. The role includes supervising Tier 1 staff, mentoring team members, and escalating complex issues to higher tiers while ensuring 24x7 coverage and effective incident management.

The position requires an Active Secret clearance, residence within commuting distance for daily onsite work, and a flexible shift pattern across 1st, 2nd, 3rd, and Panama shifts.

Qualifications

• Active Secret clearance is required.
• 7+ years of experience in Helpdesk/ ServiceDesk OR equivalent customer service.
• Candidates must reside within a commutable distance for daily onsite work and on-call requirements.
• Flexible shift work that rotates, including 1st, 2nd, 3rd, and Panama shifts.

Responsibilities

• Provide Tier 2 IT support for a mission-critical platform.
• Supervise the assessment and categorization of incoming support requests.
• Log, track, and manage incidents and service requests using the ticketing system.
• Provide guidance to Tier 1 and escalate complex issues as needed.
• Develop and update knowledge base articles and technical documentation.
• Mentor and coach Tier 1 staff; ensure shifts are covered with appropriate back-up.
• Coordinate with other IT teams to ensure seamless escalation and resolution.

Skills

Secret clearance

Helpdesk experience

Team leadership

On-site coordination

Job description

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a mission-critical platform in Annapolis Junction, MD. The role includes supervising Tier 1 staff, mentoring team members, and escalating complex issues to higher tiers while ensuring 24x7 coverage and effective incident management.

The position requires an Active Secret clearance, residence within commuting distance for daily onsite work, and a flexible shift pattern across 1st, 2nd, 3rd, and Panama shifts.