IT Operational Support Center Site Lead

About the position

Maximus is seeking an IT OSC Team Supervisor to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As an IT OSC Team Supervisor, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems. You will also be responsible for supervising other OSC operators, and act as both mentors and a direct line of escalation. This position is on-site, five days a week and requires an active 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, 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.
• 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.

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.
• 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 Annapolis Junction, MD. Telework is not permitted.
• 12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.

Benefits

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off