Operations Support Center Lead

Maximus; Northern (KY); Hybrid; USD 95,000 - 135,000; Full time

Job summary

Maximus seeks an Operations Support Center (OSC) Lead to guide the OSC staff in delivering high-quality technical support to a federal client. The role requires on-site leadership five days a week and an active Secret clearance to ensure compliance with defense-related operations.

You will supervise scheduling, escalation handling, and performance tracking while ensuring SLA adherence and effective communication with end users and the client. Experience with Remedy and ServiceNow is preferred.

Qualifications

• Active Secret clearance is required.
• U.S. citizen due to contract requirements.
• Minimum 5 years in a supervisory role within OSC/Helpdesk/Call Center.
• Minimum 10 years in OSC/Helpdesk/Call Center or equivalent customer service.

Responsibilities

• Lead OSC staff including scheduling, task assignment and troubleshooting.
• Serve as primary escalation point for technical issues.
• Manage client relationship for the federal customer on OSC matters.
• Ensure requests logged, prioritized, and resolved within SLA.
• Oversee 24/7/365 monitoring and incident resolution.

Skills

Active secret clearance

Customer facing

Team management

Incident management

SLA compliance

Tools

Remedy v20.02

ServiceNow

Job description

Maximus is seeking an Operations Support Center (OSC) Lead to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As the OSC Lead you will be responsible for leading the Operations Support Center, and your staff, in delivering high-quality technical support to end users. This role involves overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met.

This position is in person, requiring five days per week on-site and requires an active secret clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS236, M3, Band 7

Job-Specific Essential Responsibilities

• Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
• Serve as the primary point of contact for escalated technical issues.
• Serve as the primary point of contact for the federal client for all OSC issues.
• Ensure all requests are logged, prioritized, and resolved within the SLA.
• Assist with complex technical troubleshooting and resolution.
• Ensure high-quality support and timely responses to user requests.
• Develop strategies for improving your OSC performance and customer satisfaction.
• Communicate effectively with end users regarding their technical issues and resolution steps.
• Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
• Maintain and manage the OSC tools, software, and ticketing systems.
• Responsible for 24/7/365 monitoring of systems and networks to identify and respond to outages or performance degradation.
• Additional tasks may apply.

Job-Specific Minimum Requirements

• Active Secret clearance is required.
• Due to agency and contract requirements candidates must be U.S. citizens.
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• This individual must be able to accommodate a rotational on-call schedule as needed.
• 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center OR equivalent experience in customer service.
  • 5 or more years must include managing a team in this environment. Including: schedules, staffing, performance management, interviewing, and training.
• Must have experience managing teams and/or clients in multiple locations.
• Must have customer/client facing skills.
• Minimum of 5 years of experience utilizing Incident Management Ticketing Systems.
  • Remedy v20.02
  • ServiceNow

Preferred Skills and Qualifications

• Prior DHS suitability
• Experience in migration of ticketing software/applications.
• #techjobs #clearance #veteransPage #APPCASTDTO

EEO Statement

Maximus 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 Transparency

Maximus 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.

Accommodations

Maximus 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].