Helpdesk Shift Supervisor (Colorado Springs, CO)

Maximus is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.

As Helpdesk Shift 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 Operations Support Center operators, and act as both mentors and a direct line of escalation.

This role is onsite in Colorado Springs, CO and requires an Active Secret clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and 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.

• Other tasks as assigned. 

Job-Specific Minimum Requirements:

• Active Secret clearance is required.

• 7+ years of experience in Helpdesk/ ServiceDesk/ Call Center OR equivalent experience in customer service.

• Candidates must reside within a commutable distance for daily onsite work and on-call requirements.

• 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.

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Minimum Requirements

TCS146, T2, Band 5

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

$55,000

Maximum Salary

$70,000