Onsite Helpdesk Shift Supervisor - Secret Clearance

Maximus; Colorado Springs (CO); On-site; USD 70,000 - 90,000; Full time

Job summary

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a mission critical platform and to mentor Tier 1 and Tier 2 staff on a rotating shift schedule onsite in Colorado Springs, CO. The role requires Active Secret clearance and will involve incident triage, documentation, and collaboration with other IT teams to ensure timely resolutions.

The candidate will oversee operations, update knowledge bases, and guide escalation paths while maintaining 24x7 support readiness and

Qualifications

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

Responsibilities

• Provide Tier 2 IT Support for a mission critical platform.
• Supervise assessment and categorization of incoming support requests.
• Log, track, and manage incidents in the ticketing system with timely resolution.
• Provide supervision for Tier 1/2 support staff and mentor team members.
• Develop and update knowledge base articles and SOPs for the support process.
• Coordinate with other IT teams to ensure escalation and resolution of complex issues.

Skills

Tier 2 IT Support

Supervision

Mentorship

Documentation

SOP training

Tools

Ticketing system

XML data formatting

Network monitoring

Job description

Maximus is seeking a Helpdesk Shift Supervisor to provide Tier 2 IT support for a mission critical platform and to mentor Tier 1 and Tier 2 staff on a rotating shift schedule onsite in Colorado Springs, CO. The role requires Active Secret clearance and will involve incident triage, documentation, and collaboration with other IT teams to ensure timely resolutions.

The candidate will oversee operations, update knowledge bases, and guide escalation paths while maintaining 24x7 support readiness and