Senior Helpdesk Supervisor: 24x7 Mission-Critical Support

Maximus; Corridor North (MD); On-site; USD 55,000 - 70,000; Full time

Job summary

Maximus is seeking an experienced IT support lead to provide Tier 2 assistance for a mission-critical platform. You will supervise Tier 1 specialists, ensure SLAs are met, and help develop SOPs to improve operations.

The role requires a Secret clearance and willingness to participate in a 24x7 on-call rotation, with flexible shifts across days, evenings, and weekends. You will also mentor staff and contribute to knowledge base efforts.

Qualifications

• 7+ years of experience in helpdesk, service desk, or equivalent customer support.
• Active Secret clearance is required.
• Willingness to work a 24x7x365 on-call rotation and extended shifts.

Responsibilities

• Provide Tier 2 IT support for a mission-critical platform.
• Supervise Tier 1 Specialists and serve as escalation point.
• Develop and maintain SOPs and work instructions.
• Create and manage access requests for new OSC operators.
• Improve first-call resolution and SLA adherence.
• Provide guidance on KBAs and staff training.
• Monitor incident response times and report trends.
• Coordinate with stakeholders during support events.
• Schedule OSC staff and plan resources including holidays.

Skills

IT Support

Team Leadership

SLA Monitoring

Communication

On-Call Readiness

Tools

ServiceNow

Monitoring Tools

Job description

Maximus is seeking an experienced IT support lead to provide Tier 2 assistance for a mission-critical platform. You will supervise Tier 1 specialists, ensure SLAs are met, and help develop SOPs to improve operations.

The role requires a Secret clearance and willingness to participate in a 24x7 on-call rotation, with flexible shifts across days, evenings, and weekends. You will also mentor staff and contribute to knowledge base efforts.