Technical Support Services Supervisor
2 days ago
About Maximus
Maximus is a leading provider of government services, committed to delivering high-quality solutions that meet the needs of our clients.
Job Overview
We are seeking an experienced Technical Support Services Supervisor to join our team in Colorado Springs, CO. As a key member of our IT Operational Support Center, you will be responsible for providing technical support to our users and clients, as well as supervising other OSC operators.
Key Responsibilities
- Provide Tier 2 IT Support Services: You will provide technical support to our users and clients, triaging, researching, and answering questions regarding the program and systems.
- Supervise OSC Operators: You will supervise and mentor other OSC operators, providing guidance and oversight to ensure seamless delivery of technical support services.
- Log, Track, and Manage Incidents: You will log, track, and manage incidents and service requests using our ticketing system, ensuring timely resolution and communication with end-users.
- Escalate Complex Issues: You will escalate complex problems to higher-tier support as necessary, ensuring prompt resolution and minimizing downtime.
- Develop Knowledge Base Articles: You will develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
Requirements and Qualifications
- 12+ Years of Experience: You must have at least 12 years of experience in Helpdesk/ServiceDesk/Call Center or equivalent experience in customer service.
- Active Secret Clearance: You must hold an active Secret clearance, which is required due to federal requirements.
- Flexible Shift Work: You must be willing and able to participate in flexible shift work, including rotating shifts and on-call schedules.
- On-Site Support: You must be willing to work on-site at our location in Colorado Springs, CO.
Benefits
We offer a competitive salary range of $80,000 - $130,000 per year, as well as a comprehensive benefits package that includes health insurance, life insurance, disability insurance, retirement savings plan, paid holidays, and paid time off.
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