Operations Center Support Lead

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS236, M3, Band 7

Job-Specific Essential Duties and Responsibilities:
- Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
- Serve as the primary point of contact for escalated technical issues.
- Serve as the primary point of contact for the federal client for all OSC issues.
- Ensure all requests are logged, prioritized, and resolved within the SLA.
- Assist with complex technical troubleshooting and resolution.
- Ensure high-quality support and timely responses to user requests.
- Develop strategies for improving your OSC performance and customer satisfaction.
- Communicate effectively with end users regarding their technical issues and resolution steps.
- Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
- Maintain and manage the OSC tools, software, and ticketing systems.
- Develop and maintain formal standard operating procedures and work instructions to promote consistency and improve operational productivity.
- Provide guidance and spot training related to Knowledge Base Articles (KBAs).
- Manage and schedule OSC staff for optimal performance, including resource planning for mission-critical support while accounting for holidays and paid time off.
- Conduct interviews for new OSC operators and provide feedback to support OSC operator promotions.
- Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction.
- Assist in creating and maintaining a training program to increase business, customer service, and technical knowledge.
- Participate in the organization's change management process.
- Maintain detailed records of incidents, including reporting, classification, and resolution steps for daily and weekly metric reporting.
- Collect and analyze OSC metrics, create reports for executive leadership, and present findings at the monthly Program Management Review (PMR).

- Travel to Colorado Springs, Colorado is required as needed (approximately 10%).

Job-Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to agency and contract requirements, candidates must be U.S.

citizens.
- 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 individual must be able to accommodate a rotational on-call schedule as needed.
- At least 12 years of experience in an Operations Support Center, Help Desk/Service Desk, call center, or comparable customer service environment.
- At least 5 years of experience managing a team in one of these environments.
- Management experience must include staff scheduling, workforce planning, performance management, interviewing, and training.
- At least 5 years of experience using ServiceNow for incident management and ticketing.
- Must have experience ma...