Remote Help Desk Lead for CMS Programs

Maximus; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Maximus is a trusted federal partner supporting CMS programs. This fully remote role backs the Medicare/Medicaid Provider community, guiding the Help Desk through problem resolution and service requests.

You will supervise technicians, coordinate desktop support across software and hardware, ensure SLAs, and drive staff training and performance reviews. A Bachelor's degree and 3+ years in help desk leadership are required, with familiarity in Group Policy and ServiceNow.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 3 years of relevant help desk experience.
• Experience coaching/training staff.
• Experience managing task-level projects.
• Strong organizational and communication skills.
• Experience with Group Policy.
• MBOSC/CBOSC experience preferred.

Responsibilities

• Supervise activities and personnel delivering technical services for clients.
• Coordinate desktop support across installations, upgrades, and OS issues.
• Develop escalation procedures and maintain service levels.
• Oversee help desk staff training and HIPAA compliance.
• Manage queue during outages and coordinate with HR on staffing.
• Attend client/model calls and handle escalations.
• Ensure 7 am–7:30 pm ET operation coverage.

Skills

Leadership

Coaching/Training

Communication

Project management

Analytical thinking

Education

Bachelor's degree in related field

Tools

Group Policy

ServiceNow

Job description

Maximus is a trusted federal partner supporting CMS programs. This fully remote role backs the Medicare/Medicaid Provider community, guiding the Help Desk through problem resolution and service requests.

You will supervise technicians, coordinate desktop support across software and hardware, ensure SLAs, and drive staff training and performance reviews. A Bachelor's degree and 3+ years in help desk leadership are required, with familiarity in Group Policy and ServiceNow.