Supervisor - Help Desk (Onsite - Washington, D.C.)

Description & Requirements

Maximus is looking for a Supervisor - Help Desk in support of the Helpdesk and IT Support Program.

The team functions as the public face of the client's IT organization; it is the direct interface when customers experience an issue or need a service request fulfilled.

It must be responsive, attuned to the needs of the client and the IT Directors, technically knowledgeable and capable, and staffed by empathetic and professional agents with excellent people and communication skills.



*Position is contingent upon contract award

*

This is an onsite role at our Washington, D.C.

location.

Essential Duties and Responsibilities:

- Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktops, laptops, and networked systems.

- Ensure that all phases of desktop support including; installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.

- Create and manage escalation procedures and ensures service levels are maintained.

- Develop information technology projects and provide strategic management and objectives for the department.

- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Leads and directs the work of other employees and has responsibility for personnel actions including; hiring, performance management, and termination.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Analytical thinking skills.

- Detail oriented.

- Ability to develop and mentor others.

- Ability to foster teamwork.

- Organizational skills.

- Technical expertise.

- Debugging skills.

- Problem-solving.

- U.

S.

Citizen

- Ability to pass Federal background check

#FEDBPS

EEO Statement

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.

Pay Transparency

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, includi...