Operations Support Center Lead

Job Summary

Maximus is seeking an Operations Support Center (OSC) Lead to provide technical support to a federal client in defense of our Homeland. The role involves leading the Operations Support Center, managing a team, and ensuring service-level agreements (SLA) are met.

Job Location

This position is in person, requiring five days per week on-site and requires an active secret clearance.

Essential Responsibilities

• Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
• Serve as the primary point of contact for escalated technical issues.
• Serve as the primary point of contact for the federal client for all OSC issues.
• Ensure all requests are logged, prioritized, and resolved within the SLA.
• Aid in complex technical troubleshooting and resolution.
• Ensure high-quality support and timely responses to user requests.
• Develop strategies for improving OSC performance and customer satisfaction.
• Communicate effectively with end users regarding their technical issues and resolution steps.
• Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
• Maintain and manage the OSC tools, software, and ticketing systems.
• Responsible for 24/7/365 monitoring of systems and networks to identify and respond to outages or performance degradation.

Minimum Requirements

• Active Secret clearance is required.
• Candidates must be U.S. citizens with no dual citizenship.
• 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.
• 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center OR equivalent experience in customer service.
• 5 or more years must include managing a team in this environment, including: schedules, staffing, performance management, interviewing, and training.
• Must have experience managing teams and/or clients in multiple locations.
• Must have customer/client facing skills.
• Minimum of 5 years of experience utilizing Incident Management Ticketing Systems.

Preferred Skills and Qualifications

• Prior DHS suitability Experience.
• Experience in migration of ticketing software/applications.

Pay and 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. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.