IT Support Team Lead

6 days ago


Colorado Springs, Colorado, United States Maximus Full time

**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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