IT Operational Support Center Supervisor - United States - 27282 - Maximus

General information

Job Posting Title

IT Operational Support Center Supervisor

Date

Tuesday, December 31, 2024

City

Colorado Springs

State

Country

United States

Working time

Full-time

Description & Requirements

IT Operational Support Center Supervisor

Location- Colorado Springs, CO

Yearly Base Pay - $50,000 - $65,000

Schedule - Full time, Onsite

Clearance Requirement - Must possess Active Secret Clearance

Empower mission-critical systems and safeguard our Homeland as an IT Operational Support Center Supervisor with Maximus—where innovation meets opportunity.

About the role:

Maximus 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, and act as both mentors and a direct line of escalation.

What we offer:

Unlimited Time Off (UTO)
Competitive Health Benefits
401K With Company Match
11 paid Holidays
Tuition Reimbursement
Employee Assistance Program (EAP)
Employee Wellness and Discount Programs
Career Development and Promotional Opportunities

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS147, T3, Band 6

Project 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
Supervisor 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

Minimum Requirements

TCS147, T3, Band 6

Project Minimum Requirements:

Due to federal requirements, only US Citizens can be considered; candidates with dual citizenship cannot be considered
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
High school diploma or GED required
12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service

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EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.