Onsite OSC Lead - 24/7 Support, Secret Clearance

Maximus; Annapolis (MD); On-site; USD 120,000 - 150,000; Full time

Job summary

Maximus is seeking an Operations Support Center Lead to oversee the OSC operations for a federal client, ensuring high-quality technical support and SLA compliance. The role is onsite in Annapolis Junction, MD, and requires an active Secret clearance.

You will lead staff, manage performance, and coordinate incident resolution to support mission-critical systems. The position involves mentoring team members, implementing process improvements, and reporting metrics to leadership.

Qualifications

• Active Secret clearance is required.
• U.S. citizens due to agency/contract requirements.
• Willingness to participate in rotational on-call schedule for 24x7x365 uptime.
• Minimum 12 years of experience in OSC/Help Desk/Service Desk or similar.</n>
• Minimum 5 years of experience managing a team in these environments.
• At least 5 years of experience using ServiceNow for incident management and ticketing.

Responsibilities

• Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
• Serve as primary point of contact for escalated technical issues and for the federal client.
• Ensure requests are logged, prioritized, and resolved within the SLA.
• Develop strategies for improving OSC performance and customer satisfaction.
• Track and report on team performance metrics and incidents.
• Maintain and manage OSC tools and ticketing systems.

Skills

People management

Team scheduling

Incident management

Customer service

Technical troubleshooting

SLA management

Secret clearance

Tools

ServiceNow

Ticketing systems

Job description

Maximus is seeking an Operations Support Center Lead to oversee the OSC operations for a federal client, ensuring high-quality technical support and SLA compliance. The role is onsite in Annapolis Junction, MD, and requires an active Secret clearance.

You will lead staff, manage performance, and coordinate incident resolution to support mission-critical systems. The position involves mentoring team members, implementing process improvements, and reporting metrics to leadership.