Operations Support Center Lead

MAXIMUS, Inc.•Annapolis Junction, MD

38d•Onsite

About The Position

Maximus is seeking an Operations Support Center (OSC) Lead to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As the OSC Lead you will be responsible for leading the Operations Support Center, and your staff, in delivering high-quality technical support to end users. This role involves overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met. This position is in person, requiring five days per week on-site and requires an active secret clearance. Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS236, M3, Band 7

Requirements

Active Secret clearance is required.
Due to agency and contract requirements, 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.
This individual must be able to accommodate a rotational on-call schedule as needed.
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.
Remedy v20.02
ServiceNow

Nice To Haves

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

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.
Assist with complex technical troubleshooting and resolution.
Ensure high-quality support and timely responses to user requests.
Develop strategies for improving your 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.
Additional tasks may apply.