Operations Support Center Lead

Maximus TCS (Technology and Consulting Services)

Internal Job Profile Code:

TCS236, M3, Band 7 Job-Specific Essential 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.

Job-Specific Minimum 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 v20.02o ServiceNowPreferred Skills and Qualifications
• Prior DHS suitability
• Experience in migration of ticketing software/applications.

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APPCASTDTO

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Minimum Salary $110,000 Maximum Salary $135,000