Helpdesk Shift Supervisor

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.

- Due to federal requirements, only US Citizens can be considered.

Candidates with dual citizenship cannot be considered.

- 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

EEO Statement

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