Helpdesk Shift Supervisor

Job Summary

Maximus is seeking a Helpdesk Shift Supervisor to support a federal client's mission-critical systems in defense of our Homeland. The role is on-site in Annapolis Junction, MD and requires a Secret security clearance.

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.
• Supervise 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.
• 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.
• 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.
• 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

• Active Secret clearance is required.
• Candidates must reside within a commutable distance for daily onsite work and on-call requirements.
• 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.

Qualifications

• 7+ years of experience in Helpdesk/ ServiceDesk/ Call Center OR equivalent experience in customer service.

Benefits

Annual salary is just one component of Maximus's total compensation package. 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.

Pay

Minimum Salary: $55,000.00
Maximum Salary: $70,000.00