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Maximus · 2 hours ago

Operations Support Center Shift Supervisor

Colorado Springs, CO

Full-time

Onsite

Senior Level, Lead/Staff

$80K/yr - $130K/yr

12+ years exp

Maximus is seeking an IT OSC Shift Supervisor to provide expertise to a federal client in support of their mission critical systems. The role involves supervising a team, providing Tier 2 IT support, and ensuring effective resolution of technical issues for users and clients.

Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

Tier 2 IT SupportTechnical SupervisionIncident ManagementKnowledge Base DevelopmentData FormattingCoachingTeam AccountabilityMentorship

Required

Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered

Active Secret clearance is required

High School Diploma or GED equivalent 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, Colorado. Telework is not permitted

12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service