Job description

Maximus is seeking a Helpdesk Specialist Site Lead to support a federal client’s mission-critical systems. This position provides day-to-day operational leadership for the OSC, serving as the primary point of contact for workforce coordination, service delivery, stakeholder communications, and performance reporting. The successful candidate will bring strong leadership and communication skills, hands-on experience managing help desk operations, and a demonstrated commitment to meeting service-level agreements (SLAs) and delivering high-quality customer support. This role is on-site in Annapolis Junction, MD and requires an active Secret clearance. Job-Specific Essential Duties and Responsibilities: - Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract and government stakeholders when support issues arise. - Lead, motivate, schedule, and manage OSC operators to support optimal performance and mission-critical coverage, accounting for holidays, paid time off, and rotational on-call requirements. - Provide guidance, coaching, and hands-on assistance to ensure the OSC team meets established SLAs and delivers timely, high-quality customer support. - Ensure OSC operators respond to customer requests through phone and IT-based communication tools and troubleshoot or resolve incidents as directed. - Monitor response times, resolution quality, first-call resolution, ticket volume, and other service metrics; identify trends and implement methods to improve operational performance and customer satisfaction. - Assess incident impact and urgency, ensure critical issues are prioritized within established SLAs, and communicate clear, concise status updates to internal teams, contract management, and government stakeholders. - Ensure incident records accurately document classification, impact, escalation, troubleshooting, resolution, and closure activities to support daily, weekly, and Program Management Review (PMR) reporting. - Gather, validate, analyze, and present OSC operational metrics and PMR reporting to OSC management and contract leadership. - Create recurring and ad hoc operational reports as needed to support leadership visibility, decision-making, and customer requirements. - Use monitoring and ticketing tools to proactively identify and address potential issues and generate reports on incident trends. - Assist in developing and maintaining formal standard operating procedures, work instructions, and knowledge resources to improve consistency and operational productivity. - Create, submit, track, and follow up on access requests for newly assigned OSC operators. - Prepare the support team for new product and service releases and participate in the organization’s change management process. - Develop and maintain training activities that strengthen business, customer service, and technical knowledge across the OSC team. - Participate in interviews for new OSC operators and provide input regarding operator development and advancement. - Maintain current knowledge of help desk and service management best practices, industry trends, and their potential impact on support operations. - Other tasks as assigned. Job-Specific Minimum Requirements: - Active Secret clearance is required. - Due to contract requirements, only US Citizens can be considered. - At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations. - Thorough knowledge of help desk operations, IT service management best practices, industry trends, and customer service principles. - Demonstrated experience influencing positive change across sites within a help desk, service desk, operations support center, call center, or comparable customer support environment. - Demonstrated ability to lead shift teams through structured coaching, clear direction, and leadership by example. - Experience managing schedules, staffing, performance, interviews, training, and resource coverage in a mission-critical support environment. - Ability to identify incident root causes, develop solutions, restore normal operations, and resolve day-to-day operational problems. - Ability to assess incident impact and urgency and ensure critical issues are addressed within established SLAs and stakeholder expectations. - Excellent written and verbal communication skills, including the ability to communicate incident updates clearly and concisely to internal teams, contract management, and government stakeholders. - Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint. - Experience managing teams and/or clients across multiple locations and strong customer-facing skills. - Candidates must reside within a commutable distance for daily onsite work and on-call requirements. - Ability to support systems requiring 24x7x365 uptime, meet recall requirements, and participate in a rotational on-call schedule as needed. Preferred Skills and Qualifications: - ServiceNow experience. - ITIL Foundation certification. - Prior DHS suitability. - Experience supporting the migration or implementation of ticketing platforms or service management applications. #techjobs #clearance #veteransPage #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. 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. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com .

Requirements

Must-haves

This role is on-site in Annapolis Junction, MD and requires an active Secret clearance.
Job-Specific Essential Duties and Responsibilities:
Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract and government stakeholders when support issues arise.
Provide guidance, coaching, and hands-on assistance to ensure the OSC team meets established SLAs and delivers timely, high-quality customer support.
Ensure OSC operators respond to customer requests through phone and IT-based communication tools and troubleshoot or resolve incidents as directed.
Monitor response times, resolution quality, first-call resolution, ticket volume, and other service metrics; identify trends and implement methods to improve operational performance and customer satisfaction.
Assess incident impact and urgency, ensure critical issues are prioritized within established SLAs, and communicate clear, concise status updates to internal teams, contract management, and government stakeholders.
Ensure incident records accurately document classification, impact, escalation, troubleshooting, resolution, and closure activities to support daily, weekly, and Program Management Review (PMR) reporting.
Gather, validate, analyze, and present OSC operational metrics and PMR reporting to OSC management and contract leadership.
Create recurring and ad hoc operational reports as needed to support leadership visibility, decision-making, and customer requirements.
Use monitoring and ticketing tools to proactively identify and address potential issues and generate reports on incident trends.
Assist in developing and maintaining formal standard operating procedures, work instructions, and knowledge resources to improve consistency and operational productivity.
Create, submit, track, and follow up on access requests for newly assigned OSC operators.
Prepare the support team for new product and service releases and participate in the organization’s change management process.
Develop and maintain training activities that strengthen business, customer service, and technical knowledge across the OSC team.
Participate in interviews for new OSC operators and provide input regarding operator development and advancement.
Maintain current knowledge of help desk and service management best practices, industry trends, and their potential impact on support operations.
Other tasks as assigned.
Active Secret clearance is required.
Due to contract requirements, only US Citizens can be considered.
At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations.
Thorough knowledge of help desk operations, IT service management best practices, industry trends, and customer service principles.
Demonstrated experience influencing positive change across sites within a help desk, service desk, operations support center, call center, or comparable customer support environment.
Demonstrated ability to lead shift teams through structured coaching, clear direction, and leadership by example.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: avature
Effort: medium

Benefits

Benefits detected in the listing.

Health Insurance

Paid Time Off