OSC Lead: 24/7 On-Site Tech Support Leader

Maximus; Maryland; On-site; USD 110,000 - 135,000; Full time

Job summary

Maximus seeks an Operations Support Center (OSC) Lead to guide the OSC and staff in delivering high-quality technical support for a federal client. You will oversee daily operations, manage performance, troubleshoot escalations, and ensure SLA adherence.

The role is on-site five days a week and requires an active Secret clearance. This position is part of Maximus TCS with internal job profile code TCS236, M3, Band 7.

Qualifications

• Active Secret clearance is required.
• U.S. citizens with no dual citizenship due to agency requirements.
• Willingness to participate in rotational on-call schedule for 24x7x365 uptime.

Responsibilities

• Supervise and mentor OSC staff, including scheduling and task delegation.
• 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; monitor performance metrics.

Skills

Leadership

Customer service

Incident management

Team management

On-call scheduling

Tools

Remedy v20.02

ServiceNow

Job description

Maximus seeks an Operations Support Center (OSC) Lead to guide the OSC and staff in delivering high-quality technical support for a federal client. You will oversee daily operations, manage performance, troubleshoot escalations, and ensure SLA adherence.

The role is on-site five days a week and requires an active Secret clearance. This position is part of Maximus TCS with internal job profile code TCS236, M3, Band 7.