Technical Support Supervisor for Mission-Critical Systems
2 weeks ago
The Maximus Technology and Consulting Services (TCS) team is seeking a highly skilled IT Operational Support Center (OSC) Team Supervisor to provide technical expertise to a federal client in support of their mission-critical systems.
This role requires an individual with extensive experience in IT support, leadership skills, and the ability to work in a fast-paced environment. The successful candidate will supervise a team of IT professionals, ensuring seamless delivery of technical services and maintaining high levels of customer satisfaction.
About the Role
We are looking for a seasoned IT professional with at least 12 years of experience in Helpdesk/ServiceDesk/Call Center environments or equivalent customer service experience. The ideal candidate will have a proven track record of supervising teams, providing technical guidance, and escalating complex issues to higher-tier support as needed.
The successful candidate will be responsible for:
• Providing Tier 2 IT support services for mission-critical platforms;
• Supervising the assessment and categorization of incoming support requests;
• Logging, tracking, and managing incidents and service requests;
• Supervising first-line technical support for hardware, software, and network issues;
• Assisting users with advanced IT issues;
• Providing guidance on optimization strategies;
• Developing and updating knowledge base articles and technical documentation;
• Holding the team accountable through innovation meetings;
• Working closely with other IT support teams;
• Receiving and inputting critical time data;
• Scheduling and aligning resources for 24x7 coverage;
• Supervising and mentoring Tier 1 Support Specialists;
• Providing training and documentation of SOPs;
• Actively participating in rotational on-call schedules;
Requirements
To be considered for this role, candidates must meet the following requirements:
• Be a US citizen due to federal requirements;
• Hold an Active Secret clearance;
• Have flexible shift work availability, including rotating shifts;
• Be willing to participate in rotational on-call schedules;
• Work on-site at the Annapolis Junction, MD location;
• Possess 12+ years of experience in Helpdesk/ServiceDesk/Call Center environments or equivalent customer service experience;
Salary and Benefits
The salary range for this role is $80,000 - $130,000 annually, based on qualifications and experience. Additionally, Maximus offers a comprehensive benefits package, including health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.
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