IT Operational Support Center Supervisor

2 weeks ago

Annapolis Junction MD United States Maximus Full time
General information

Job Posting Title
IT Operational Support Center Supervisor

Date
Tuesday, November 5, 2024

City
Annapolis Junction

State
MD

Country
United States

Working time
Full-time

Description & Requirements

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.

Specific 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.

• Supervisor 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. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the 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. Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring shifts are covered with appropriate back-up in the event of unexpected circumstances.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS174, P6, Band 9

Requirements:

• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• Active Secret clearance is required.
• 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.
• 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.

Minimum Requirements
TCS174, P6, Band 9

EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. 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.

Minimum Salary
$

80,000.00

Maximum Salary
$

130,000.00

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