Operations Support Center Lead

Maximus is seeking an Operations Support Center (OSC) Lead to provide expertise to a federal client in support of their mission‑critical systems and defend our homeland. The OSC Lead will guide the Operations Support Center and its staff in delivering high‑quality technical support to end users, overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service‑level agreements (SLAs) are met.

• Date:
  Monday, November 17, 2025
• City:
  Annapolis Junction
• State: MD
• Country:
  United States
• Working time:
  Full‑time
• Location:
  
  In‑person, five days per week on site
• Clearance required:
  
  Active Secret clearance
• Job Profile Code: TCS
  236, M3, Band 7

• 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 matters.
• Ensure all requests are logged, prioritized, and resolved within the SLA.
• Assist with complex technical troubleshooting and resolution.
• Maintain high‑quality support and timely responses to user requests.
• Develop strategies for improving 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.
• Ensure 24/7/365 monitoring of systems and networks to identify and respond to outages or performance degradation.
• Perform additional tasks as required.

• Active Secret clearance is required.
• U.S. citizen with no dual citizenship.
• Willingness to meet recall and rotational on‑call schedule requirements for 24x7x365 uptime.
• 10 or more years of experience in an OSC, helpdesk/service desk, call center, or equivalent customer service environment.
• At least 5 years of team‑management experience, including scheduling, staffing, performance management, interviewing, and training.
• Experience managing teams and/or clients across multiple locations.
• Customer/client‑facing skills.
• Minimum of 5 years of experience with incident management ticketing systems.
• Proficiency with Remedy v20.02 and Service Now.

• Prior DHS suitability.
• Experience in migration of ticketing software/applications.

Maximus is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or other legally protected characteristics.

Maximus compensation is based on various factors including job location, candidate education, training, experience, expected quality and quantity of work, required travel, external market and internal value analysis, seniority, and merit systems. Annual salary is one component of the total compensation package, which may also include short‑term and long‑term incentives, program‑specific awards, health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.

Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at

• Minimum Salary: $
• Maximum Salary: $