Help Desk Lead

Maximus is a trusted federal partner supporting mission-critical programs for the Centers for Medicare & Medicaid Services (CMS). Through these partnerships, Maximus delivers compliant, mission-driven services that help millions access vital healthcare information and benefits. This position is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

About the role

This position will support the Centers for Medicare & Medicaid Services (CMS) Helpdesk, the central point for Providers to report problems and seek assistance with problem reports and service requests. The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identity Management web self-registration and profile management process.

Responsibilities

• Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktops, laptops, and networked systems.
• Ensure all phases of desktop support—including installations, upgrades, software, hardware, operating systems, and operating system configuration issues—are properly coordinated, monitored, tracked, and resolved.
• Create and manage escalation procedures and ensure service levels are maintained.
• Develop information technology projects and provide strategic management and objectives for the department.
• Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Lead and direct the work of other employees, including hiring, performance management, and termination.
• Identify training needs and development opportunities for subordinates.
• Assign duties to subordinates to ensure efficiency and maximize productivity.
• Review job performance with subordinates, identify issues, and work closely with HR to resolve problems.
• Ensure compliance with company Wage & Hour policy.
• Complete quality audits and assist with escalation calls as needed.
• Manage queue and take required action during outages or surges.
• Manage Resource Mailboxes, Service Now Dashboards, and ensure SL thresholds are met.
• Attend and participate in client and model calls.
• Document, track, and monitor problems to ensure timely resolution.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Manage a team of technicians while coordinating with other functional teams.
• Perform all management functions required for a staff covering a 7 am to 7:30 pm ET operation.
• Ensure all Help Desk service level agreements are enforced in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise solutions to enhance quality of service and prevent future problems.
• Manage the processing of incoming requests to the Help Desk via telephone, email, and chat portals to ensure courteous, timely, and effective resolution of end-user issues.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Perform supervisory responsibilities, including evaluating subordinates' job performance and recommending appropriate personnel action.
• Comply with accountability processes for performance, conduct, attendance, and HIPAA compliance.
• Complete yearly performance reviews.
• Flex schedule as needed to ensure program coverage.
• Other tasks assigned based on business needs.

Requirements

• Bachelor’s degree in a related field; equivalent combination of education and experience considered in lieu of degree.
• 3+ years of relevant help desk professional experience.
• Experience in coaching/training staff.
• Experience managing all aspects of task-level project performance.
• Ability to work on multiple projects simultaneously.
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Experience implementing Group Policy.
• Strong analytical and problem-solving skills.
• 3 years of MBOSC/CBOSC experience preferred.

Pay

Annual salary range: $80,000 – $89,000. Maximus compensation is based on various factors including job location, education, training, experience, expected quality and quantity of work, required travel, external market, and internal value analysis. 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.