Job Information
Maximus Operational Support Center Shift Supervisor in Annapolis Junction, Maryland
Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7
Job-Specific Essential Duties and Responsibilities:
Provide Tier 2 IT Support services for a mission critical platform
Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required
Log, track, and manage incidents and service requests using the organization’s ticketing system, ensuring timely resolution and communication with end-users
Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as necessary
Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more
Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process
Hold the team accountable through innovation meetings to determine the best way to increase performance and shift-left potential risks and challenges
Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues
Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Schedule and align resources on the team to ensure 24x7 coverage of the systems
Responsible for the performance and mentorship of other Tier 1 Support Specialists, acting as a guide and providing direct work assignments
Supervise Tier 1 Support Specialists, overseeing their duties and functions and act as a direct line of escalation
Provide training and documentation of SOPs, rhythms, and triage/diagnose methodologies to all Tier 1 Support Specialists
Act as the career mentor for Tier 1 Support Specialists. Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring shifts are covered with appropriate back-up in the event of unexpected circumstances.
Job-Specific Minimum Requirements:
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
Active Secret clearance is required.
High School Diploma or GED equivalent required.
This position includes flexible shift work that rotates based on customer needs, offering exposure to a range of schedules, including 1st, 2nd, 3rd, and Panama shifts.
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 role requires on-site support at the on-site location in Colorado Springs, Colorado. Telework is not permitted.
12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
Additional tasks to be assigned as needed.
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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.
Minimum Salary
$80,000
Maximum Salary
$130,000