Helpdesk Shift Supervisor

Maximus is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client in support of their mission-critical systems in defense of our Homeland.

About the role

As Helpdesk Shift Supervisor, you will provide technical support to users and clients by triaging, researching, and answering questions regarding the program and systems. You will supervise Operations Support Center operators, acting as both mentor and escalation point. This role is on-site in Annapolis Junction, MD and requires a Secret clearance.

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, data inquiries, and change requests.
• 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 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, converting data to customer-defined formats such as XML.
• Schedule and align resources on the team to ensure 24x7 coverage of the systems.
• Oversee the performance and mentorship of Tier 1 Support Specialists, acting as a guide and providing direct work assignments.
• Supervise Tier 1 Support Specialists, overseeing their duties and acting 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 a career mentor for Tier 1 Support Specialists, including coaching, approving timesheets, managing workstreams and workloads, and ensuring shift coverage with appropriate backup.
• Perform other tasks as assigned.

Requirements

• Active Secret clearance is required.
• 12+ years of experience in Helpdesk/Service Desk/Call Center or equivalent experience in customer service.
• Must reside within a commutable distance for daily on-site work and on-call requirements.

Schedule

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.

Pay

Annual salary range: $70,000 – $80,000.