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Operations Support Center Lead - Annapolis Junction
110,000 - 135,000 USD
Maximus
Dorsey Run Road 8981, Annapolis Junction
110,000 - 135,000 USD
Requirements
Must:
- I require an active Secret clearance.
- Due to agency and contract requirements, I will only consider U.S. citizens with no dual citizenship.
- My 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.
- I expect 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center, or equivalent experience in customer service, with at least 5 years including managing a team in this environment (schedules, staffing, performance management, interviewing, and training).
- I need candidates to have experience managing teams and/or clients in multiple locations and possess customer/client-facing skills.
- A minimum of 5 years of experience utilizing Incident Management Ticketing Systems is essential, with familiarity in Remedy v20.02 or ServiceNow.
Responsibilities
- As the Operations Support Center Lead, 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.
- My focus will be on ensuring all requests are logged, prioritized, and resolved within the service-level agreements (SLA).
- I will assist with complex technical troubleshooting and resolution, ensuring high-quality support and timely responses to user requests.
- I will develop strategies for improving OSC performance and customer satisfaction, communicating effectively with end users about their technical issues and resolution steps.
- I will track and report on team performance metrics (e.g., response time, resolution time, ticket volume) and manage the OSC tools, software, and ticketing systems.
Description
At Maximus, I am proud to support our federal clients in mission-critical systems for the defense of our Homeland. I value the unique skills and experiences that active military service members, veterans, and their spouses bring, and I am committed to providing career paths that make a meaningful impact. My workforce is my most crucial resource, and diversity is paramount. Therefore, I adhere to affirmative action and equal opportunity practices, ensuring all qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.
I offer a competitive compensation range, with an annual salary starting at $110,000.00 and reaching up to $135,000.00, based on various factors. Additional benefits include health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off. At Maximus, I ensure compliance with regulatory minimum wage rates and exempt salary thresholds.
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