IT Operational Support Center Supervisor
: Job Details :

IT Operational Support Center SupervisorDate: Tuesday, November 5, 2024City: Annapolis JunctionState: MDCountry: United StatesWorking time: Full-timeDescription & RequirementsMaximus 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, acting 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.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.Provide guidance on optimization strategies such as load balancing, incident optimization, and network traffic monitoring.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 mitigate potential risks.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.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.Supervise Tier 1 Support Specialists, overseeing their duties and functions.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, managing workstreams and ensuring shifts are covered appropriately.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.This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements.This role requires on-site support at the location in Annapolis Junction, MD. Telework is not permitted.12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS174, P6, Band 9#J-18808-Ljbffr