Operations Center Support Lead

Maximus is seeking an Operations Support Center (OSC) Lead to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As the OSC Lead you will be responsible for leading the Operations Support Center, and your staff, in delivering high-quality technical support to end users. This role involves overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met.

This position is onsite in Annapolis Junction, MD and requires a secret clearance.

Maximus TCS (Technology and Consulting Services) Internal 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 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%).

• 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 Service Now for incident management and ticketing.
• Must have experience managing teams and/or clients in multiple locations.
• Must have customer/client facing skills.

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

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TCS
236, M3, Band 7

M…