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Maximus jobs

Operations Support Center Lead

110,000 - 135,000 USD
Maximus
Dorsey Run Road 8211, Annapolis Junction
110,000 - 135,000 USD
Company Size icon
Company Size
5k+
Company Type icon
Company Type
Product
Exp Level icon
Exp Level
Lead
Job Type icon
Job Type
Full-Time
Language icon
Language
English
Visa sponsorship icon
Visa sponsorship
No

Requirements

Must:
- Active Secret clearance is required. - Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship. - This contract supports systems that require 24x7x365 uptime, and candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule. - I require 10 or more years of experience in an Operations Support Center, Helpdesk/Service Desk, Call Center, or equivalent experience in customer service. This must include at least 5 years of managing a team in this environment, which encompasses schedules, staffing, performance management, interviewing, and training. - Experience managing teams and/or clients in multiple locations is essential. - Strong customer/client-facing skills are necessary. - A minimum of 5 years of experience utilizing Incident Management Ticketing Systems, such as Remedy v20.02 or ServiceNow, is required.

Technologies

Responsibilities

- I will supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting. - I will serve as the primary point of contact for escalated technical issues and for the federal client regarding all OSC issues. - It is my responsibility to ensure all requests are logged, prioritized, and resolved within the SLA. - I will assist with complex technical troubleshooting and resolution while ensuring high-quality support and timely responses to user requests. - I will develop strategies for improving OSC performance and customer satisfaction. - Effective communication with end users regarding their technical issues and resolution steps will be a priority. - I will track and report on team performance metrics such as response time, resolution time, and ticket volume. - I will maintain and manage the OSC tools, software, and ticketing systems.

Description

At Maximus, we recognize that active military service members, their spouses, and veteran candidates embody the competencies we value and enhance our workforce with their resiliency and dependability. We are committed to providing a career path that enables you to continue making a difference for our country and are proud of our connections to organizations dedicated to serving veterans and their families. We offer challenging and rewarding career opportunities for those transitioning from military to civilian life, veterans, National Guard, Reserves members, or spouses of active military service members. We value a committed and diverse workforce as our most important resource. As an Affirmative Action/Equal Opportunity Employer, we provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status. Maximus provides competitive compensation based on various factors including job location, education, training, experience, expected quality and quantity of work, and relevant work experience. Our total compensation package includes not only an annual salary range of $110,000.00 to $135,000.00 but also health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off. An applicant's salary history will not be used to determine compensation, and we comply with regulatory minimum wage rates and exempt salary thresholds.
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