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 Tier 1 Support Specialists, oversee their duties and functions, and serve as a direct line of escalation.

- Assist in developing and maintaining formal standard operating procedures and work instructions to promote consistency and improve operational productivity.

- Create, submit, and follow up on access requests for newly assigned OSC operators.

- Assist in implementing methodologies to improve first-call resolution rates.

- Provide guidance and assistance to ensure the OSC team meets all established Service Level Agreements (SLAs).

- Provide guidance and spot training related to Knowledge Base Articles (KBAs).

- Monitor issue response times and support the operations team in strengthening problem-solving skills.

- Provide effective leadership and communication to manage daily OSC operator activities and coordinate with contract and government stakeholders when support issues arise.

- Ensure OSC operators respond to customer inquiries by phone or IT-based communication tools and can troubleshoot and resolve issues as directed.

- Manage and schedule OSC staff for optimal performance, including resource planning for mission-critical support while accounting for holidays and paid time off.

- Assist in preparing the support team for new product and service releases.

- Maintain current knowledge of industry trends and assess their potential impact on support operations.

- Assist with 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.

- Gather and present PMR metric reporting to OSC management, contract leadership, and government stakeholders.

- Use monitoring tools to proactively identify and address potential issues and generate reports on incident trends.

- Provide backup support to the OSC Lead to ensure continuity of daily operations.

- Other duties as assigned.

Minimum Requirements:

- Active Secret clearance is required.

- 7+ years of experience in helpdesk, service desk, call center, or equivalent customer service support.

- Candidates must reside within a commutable distance to support daily onsite work and on-call requirements.

- This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout t...