Operations Support Center Lead at Maximus in United States

Job description

• Maximus is seeking an Operations Support Center (OSC) Lead to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As the OSC Lead you will be responsible for leading the Operations Support Center, and your staff, in delivering high-quality technical support to end users. This role involves overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met.
• This position is in person, requiring five days per week on-site and requires an active secret clearance.
• Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS236, M3, Band 7

Responsibilities

• - Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
• - Serve as the primary point of contact for escalated technical issues.
• - Serve as the primary point of contact for the federal client for all OSC issues.
• - Ensure all requests are logged, prioritized, and resolved within the SLA.
• - Assist with complex technical troubleshooting and resolution.
• - Ensure high-quality support and timely responses to user requests.
• - Develop strategies for improving your OSC performance and customer satisfaction.
• - Communicate effectively with end users regarding their technical issues and resolution steps.
• - Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
• - Maintain and manage the OSC tools, software, and ticketing systems.
• - Responsible for 24/7/365 monitoring of systems and networks to identify and respond to outages or performance degradation.
• - Additional tasks may apply.

Requirements

• - Active Secret clearance is required.
• - Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
• - 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 individual must be able to accommodate a rotational on-call schedule as needed.
• - 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center OR equivalent experience in customer service. o 5 or more years must include managing a team in this environment. Including: schedules, staffing, performance management, interviewing, and training.
• - Must have experience managing teams and/or clients in multiple locations.
• - Must have customer/client facing skills.
• - Minimum of 5 years of experience utilizing Incident Management Ticketing Systems.
• o Remedy v20.02
• o ServiceNow
• - Prior DHS suitability
• - Experience in migration of ticketing software/applications.

Skills

Required

• Active Secret clearance
• Team management
• Customer/client facing skills
• Technical troubleshooting
• SLA management
• Performance metrics tracking
• On-call schedule participation

Preferred

• Prior DHS suitability

Benefits

• 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.
• $ 110,000.00
• Maximum Salary
• $ 135,000.00