IT Support Team Lead
6 days ago
**About Maximus**
Maximus is a leading provider of government services, dedicated to delivering innovative solutions that improve the lives of citizens. Our team of experts works tirelessly to support our clients in achieving their goals.
**Job Summary**
We are seeking an experienced IT Support Team Lead to join our team in Colorado Springs, CO. As a key member of our IT Operations Support Center, you will be responsible for supervising a team of technical support specialists and providing expertise to our federal clients in support of their mission-critical systems.
**Key Responsibilities**
* Provide Tier 2 IT support services for mission-critical platforms
* 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 our 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. 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
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 Colorado Springs, CO. Telework is not permitted.
- 12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
Benefits:
- Estimated Salary: $80,000 - $130,000 per year
- A competitive compensation package
- Opportunities for career growth and professional development
- A dynamic and supportive work environment
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