Helpdesk Specialist Site Lead - Colorado Springs, CO

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7

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 des...